Section A

Question 1

Chain of Command

-Purpose

Answer 1

To establish clear lines of communications for conducting Broward Sheriff’s Office Department of Fire Rescue & Emergency Services (here in after BSODFRES) business and activities.

Question 2

Chain of Command
-The BSODFRES is a quasi-military organization structured around the chain-of- command concept. ____ shall be conducted through the chain-of-command.

Answer 2

Communications for department related activities

Question 3

Chain of Command

Department activities include, but are not limited to, the following:

Answer 3

1. Clarification of policies and procedures.
2. Work assignments.
3. Requests for information within the organization.
4. Requests of information outside the organization that may pertain to normal work duties.

Question 4

Chain of Command

-Specifics may include, but are not limited to, the following:

Answer 4

1. Requests for information pertaining to vacations, holidays, and sick leave.
2. Requests for information pertaining to training activities.
3. Requests for information pertaining to station assignments.
4. Requests for information pertaining to payroll and workers compensation.
5. Requests to meet with the Battalion Chief, District Chief, Division Chief, Assistant Chief, Deputy Chief or the Fire Chief.

Question 5

Chain of Command

Procedure

Answer 5

A. The employee begins the communication process with requests or discussions with his/her immediate supervisor. If response from the supervisor is unsatisfactory or an issue must be taken to the next level, communication will be from the employee through the supervisor to the next level. If needed, the process of communications will continue from field supervisors to administrative supervisors.
B. Communications from the top of the organization will be accomplished opposite of the above. If in doubt about communication procedures, contact your immediate supervisor.
C. The Fire Chief has an “open door” policy for those employees desiring a conference regarding any personal matters. This request will be made through the proper chain-of-command.

Question 6

Chain of Command

Emergency Operations

Answer 6

Communication at the scene of an emergency or other BSODFRES operation will be conducted as per the Incident Command System. Orders issued at a scene will be carried out without delay. If a member of this organization is given an order and encounters another officer prior to carrying out the original order, he or she will advise of the prior order. Any change in assignment will require direct notification from the 2nd officer to the officer who provided the initial order. Situations regarding specific safety issues will be brought to the attention of the Company Officer, Incident Commander or Safety Officer immediately.

Question 7

Supervision of Personnel

Purpose

Answer 7

To describe the requirements necessary for supervising less experienced personnel at working incidents.

Question 8

Supervision of Personnel

• New Personnel
• For the purpose of this guideline, a “less experienced” firefighter is defined as:

Answer 8

1. Probationary firefighter.
2. Any firefighter with less than two years total firefighting experience.
3. A firefighter that through performance evaluations requires remediation in skills or function of job duties on or around emergency responses and/or incident scenes.

• It shall be noted that two years of firefighting experience does not necessarily qualify an individual as experienced. Certain job functions require direct supervision of all personnel regardless of years of experience. These job functions are duties that may pose an immediate danger to life safety.

Question 9

Supervision of Personnel

-Supervision

Answer 9

A. The integral part of safe operations at an incident site is that the company functions as a team, supervised by the company officer.
B. The company officer is responsible for the supervision and welfare of all personnel in his/her company and other firefighters assigned to his/her supervision.
C. It is important to recognize that firefighters gain “experience” at different rates. Experience levels vary based on years of experience, number, type and intensity of past incidents, and the quality of supervision and training provided to the firefighter.
D. Inexperienced personnel caught in a hot, smoke-filled environment with zero visibility, or other hazardous or unfamiliar environment can easily take inappropriate action resulting in injury or death.

Question 10

Supervision of Personnel
E. It will be the responsibility of the company officer to determine the experience level of all firefighters assigned to his/her company through the following methods:

Answer 10

1. Interview – interview the firefighter to determine time assigned to firefighting duties, previous assignments, type and amount of prior experience. Interviews should be conducted when the employee first arrives to their assigned station
2. Evaluate/Direct Observation – evaluate the firefighter’s knowledge and proficiency in hose lays, SCBA, ladders, evolution, and other core areas.
   Determine the firefighter’s knowledge of firefighting and safety procedures. Interview previous company officers on the firefighter’s past performance.
3. Training – provide frequent and appropriate training to improve skill levels and maintain proficiency. Guide new employees in completing probationary training manual, and JPRs.
4. Follow-up – provide follow-up evaluation and training. Evaluate the firefighter’s performance at each incident. Interview other firefighters who have worked with the firefighter.

Question 11

Supervision of Personnel

Mentoring

Answer 11

A. With the arrival of a new or less experienced firefighter to the company, the company officer and all crew members assume responsibility for the new firefighter.
B. Each new firefighter should be assigned to various experienced firefighters to act as mentors to give the employee an optimum chance for success with the BSODFRES.
C. Regular meetings should be conducted with the supervisor, mentor and employee to assess the progress and assist the employee in setting new goals.

Question 12

Supervision of Personnel

• Emergency Response Supervision
• Direct supervision will be required at the moment the firefighter enters an area that exposes the firefighter to potential injury or death. Examples include, but are not limited to:

Answer 12

1. Entering a building involved with smoke or fire.
2. Approaching a potential collapse area.
3. Potential explosion or flash fire.
4. Approaching a hazardous materials incident.
5. Entering an area where hazard line tape is present.
6. Working on or near a street/roadway or area where traffic is present.
7. Any other area that could cause injury or death to the firefighter.

Question 13

Supervision of Personnel

* Emergency Response Supervision

Answer 13

A. Direct supervision will be required at the moment the firefighter enters an area that exposes the firefighter to potential injury or death.
B. The fact that a firefighter meets the time in assignment criteria to be an experienced firefighter does not relieve the supervisor of his/her responsibilities.
C. All personnel at an incident will be supervised by and accountable to a company or command officer.
D. The experienced firefighter, however, may be permitted, under appropriate and safe circumstances, to function at an incident without direct supervision of a company officer.
E. The company officer shall determine the firefighter’s competency level, and the circumstances in which he/she may work without direct supervision.

Question 14

Supervision of Personnel

- Performance Evaluations

Answer 14

A. Performance evaluations help remind personnel what is expected of them in their specific roles.
B. Evaluations promote communication and provide useful feedback about job performance, facilitate enhanced working relationships, provide a historical record of the employee’s performance and guides the individual’s professional development.
C. When an employee’s evaluation is due, each employee will be sent a notification via Target Solutions. These notifications will be sent 30 and 14 days prior to the due date.
D. It shall be the responsibility of the employee to notify their immediate supervisor that they received the notification and that their evaluation needs to be completed.
E. The proper evaluation form will be utilized and can be located in the PowerDMS platform under the Forms section.
F. The evaluations must be completed, including the signatures of both the evaluator and the employee, before they are sent to Fire Administration via the chain of command (Battalion Chief and Division 201, with copy sent to the respective District Chief or Division Chief (TRT, Haz-Mat, Air Rescue)).
G. Once the completed evaluation (signed by both the employee, evaluator, Battalion Chief and Division 201) is received by Fire Administration, Target Solutions will be updated to indicate that the assignment is complete.
H. If the evaluation is not received prior to the due date, the employee as well as the appropriate administrator will be notified that the evaluation is overdue.
I. Overdue evaluations will be reviewed and a determination will be made if any disciplinary action is warranted based upon the circumstances surrounding the overdue submission.

Question 15

Supervision of Personnel

Probationary employees will be evaluated as follows:

Answer 15

1. All probationary personnel shall be formally evaluated every shift by their immediate supervisor throughout the duration of their probationary period.
2. Performance evaluations will consist of a written evaluation signed by the probationary firefighter and the respective company officer.
3. Evaluations shall outline areas that the employee excels in and areas that need improvement. Goals and timelines should be set to give the employee a directional tool for his/her progress.
4. The performance evaluation will be forwarded to the Training Division for review, at the close of each shift.
5. Performance evaluations serve as a valuable improvement tool for the probationary firefighter. Company officers shall include all pertinent information (i.e. incident evaluation, training performed, etc.).

Question 16

Standard Operating Guideline Development, Implementation, and Revision
-Purpose

Answer 16

A. To establish a common system by which the Department of Fire Rescue & Emergency Services (hereinafter BSODFRES) can develop, implement and revise standard operating guidelines.
B. To establish procedures to invite and consider ideas and suggestions for guideline development and review from all members of the Broward Sheriff’s Office Department of Fire Rescue.

Question 17

Standard Operating Guideline Development, Implementation, and Revision
-General Information

Answer 17

A. Standard Operating Guidelines (SOGs) are used as guidelines for personnel to perform common tasks in a preferred manner to promote continuity and reproduction of end results.
B. SOGs may contain mandatory compliance components; these components shall be clearly identified.
C. All Department personnel are encouraged to contribute to the development and implementation of SOGs.

Question 18

Standard Operating Guideline Development, Implementation, and Revision
-Responsibilities
A. The BSODFRES shall establish and maintain a Standard Operating Guidelines Committee.

Answer 18

1. The Fire Chief, or his/her designee, shall select and identify a Committee Chairperson.
2. The Committee shall convene annually, at a minimum, at a designated location.
3. All BSODFRES personnel are encouraged to participate and contribute to the development of SOGs.

Question 19

Standard Operating Guideline Development, Implementation, and Revision
-Responsibilities
B. The Committee Chair is responsible for overseeing the development and implementation of the SOG program. This may include, but is not limited to the following:

Answer 19

1. Identifying tasks that may require an SOG and ensuring that one is developed.
2. Appointing personnel to develop an SOG.
3. Reviewing the final draft of proposed SOGs for content.
4. Submitting final drafts to Fire Rescue Command for final review and submission to the Fire Chief for approval.

Question 20

Standard Operating Guideline Development, Implementation, and Revision
-Responsibilities

C. The Fire Chief is responsible for ____

Answer 20

the final approval of all SOGs.

Question 21

Standard Operating Guideline Development, Implementation, and Revision
-Responsibilities

D. All personnel are responsible for:

Answer 21

1. Developing and implementing SOGs as required.
2. Advising the Committee Chair when SOGs need review and/or revision.
3. Propose revisions for SOGs as needed.
4. Reviewing SOGs and providing comments to the Committee in writing as needed.
5. Abiding by approved and implemented SOGs.

Question 22

Standard Operating Guideline Development, Implementation, and Revision
Procedures

Answer 22

A. Requests for SOG development, implementation and/or revision can be submitted to the Committee by any member at any time during annual reviews via Target Solutions. Suggested amendments to all SOGs will flow up to the SOG Committee for annual update.
B. Requests deemed to directly affect the safety of Department personnel can be developed, implemented or revised by the Department in lieu of a scheduled Committee meeting at the discretion of the Chief of Department or his/her designee.
C. Newly developed or revised SOGs necessitated by product changes, equipment changes, staffing changes, vendor changes, etc. may be implemented in lieu of a scheduled Committee meeting at the discretion of the Fire Chief or his/her designee.
D. The Committee shall review all submitted SOG development, implementation and revision requests.
E. All SOG requests approved by the Committee shall be developed into draft format by one or more Committee members designated by the Committee Chair.
F. All SOG draft documents approved by the Committee shall be submitted to Fire Rescue Command for consideration.
1. Fire Rescue Command with responsibility for SOG review will be comprised of selected Chief Officers at the Fire Chief’s discretion.
G. Fire Rescue Command will review proposed SOG documents, make any necessary changes and submit to the Fire Chief for approval.

Question 23

Standard Operating Guideline Development, Implementation, and Revision
Procedures
H. All SOGs approved by the Fire Chief will be distributed to Department personnel.

Answer 23

1. SOGs will be provided to all Department personnel via email. Additional platforms (i.e. Target Solutions, BSOInformant) may also be utilized.
2. Company and Chief Officers will review new and/or updated SOG documents with their personnel prior to the implementation date.
3. Company Officers will document the SOG review with their personnel in FireRMS.
4. Battalion Chiefs will ascertain retention of new and/or updated SOG information with personnel under his/her command. If personnel are deficient in retention, the Battalion Chief will review the appropriate SOGs with these personnel and the appropriate Company Officer. This review will be documented in FireRMS.
5. SOGs will be implemented as scheduled.

Question 24

Standard Operating Guideline Development, Implementation, and Revision
Format

Answer 24

A. The SOG template adopted by the Committee shall be utilized.
B. The final draft of an SOG shall be in outline format.
C. The SOG shall appropriately be numbered by the Committee.
D. The “Updated Date” of the SOG shall be no later than 30 days after its adoption.
E. The “Subject” of the SOG shall refer to what the document covers.
F. The “Rescinds” of the SOG shall refer to the SOG(s) or version date that the document replaces, rendering them void.
G. The body of an SOG shall always begin with the purpose, and include any disclaimer for deviation should any be allowed.
H. The remainder of the SOG body shall consist of sections as required. These sections may include, but are not limited to:
1. General Information – is specifics regarding the SOG.
2. Definitions – any definitions that need to be clarified.
3. Responsibilities – who is responsible for what.
4. Procedure(s) – how the SOG is to be carried out.

Question 25

Post Incident Analysis (PIA) Procedures | Purpose

Answer 25

A. To provide a means of objectively analyzing significant, complex, unusual, multi- jurisdictional, or large scale fire rescue operations in a post-emergency environment in an effort to enhance organizational performance. Emphasis must be on overall operational improvement and viewed as a learning experience. The Post Incident Analysis (PIA) process will not be punitive in nature.

Question 26

Post Incident Analysis (PIA) Procedures | General

Answer 26

A. A post incident analysis should be completed within a reasonable time from the date of incident, preferably the following shift. Personnel not on duty will be invited to attend. B. A copy of the audiotape may be requested from Communications to assist with the post incident analysis. C. Staff officers and/or designees of any department that have a relationship to the incident should be notified, attend, and participate in the post incident analysis. D. Non-fire rescue agencies who were involved with the incident should be allowed to participate and describe their involvement when appropriate. E. PIA’s shall be conducted after the following incidents: 1. Serious injury or death of a fire rescue employee. 2. Multiple civilian fire casualties or fatalities. 3. Any incident as determined by the Incident Commander, District Fire Chief, Division Chief, Assistant Fire Chief, Deputy Fire Chief, or Fire Chief. F. PIA’s shall be considered after the following incidents 1. Third alarm or greater response. 2. Major incident (noteworthy, unusual, large dollar loss, etc.). 3. Incidents that require long term commitment of resources. 4. Incidents involving three or more fire rescue agencies. 5. Level 3 M.C.I. or greater. G. The District Chief in which the incident occurred, in conjunction with Division 201, will be responsible for assuring that the post incident analysis activities are completed. The Incident Commander will be responsible for moderating the PIA. H. As certain incidents may also involve active law enforcement investigations, PIAs will not be crafted or conducted without the approval of the Assistant Chief of Operations.

Question 27

Post Incident Analysis (PIA) Procedures -Guidelines A. The post incident analysis consists of four moderated discussions conducted in sequential order.

Answer 27

All members involved in the incident are encouraged to participate in the PIA discussions and will be allow to speak. Discussions will be limited to our actions as companies, teams, and as an organization related to the incident. Personal attacks and personal criticisms will not be tolerated. 1. Incident Overview- Participating personnel will objectively review fire rescue operations in chronological order by allowing the involved staff to recount and discuss their observations, assignments, and actions in the order of their arrival on scene. 2. Positive Outcomes- Participating personnel will identify and list organizational strengths as they relate to the incident. 3. Areas of Improvement- Participating personnel will identify and list organizational weaknesses as they relate to the incident. 4. Recommendations- Based on the Positive Outcome and Areas of Improvement discussions, participating personnel will identify realistic and actionable items that can be used to re-enforce organizational strengths and enhance areas identified for improvement.

Question 28

Post Incident Analysis (PIA) Procedures -Guidelines B. The moderator shall facilitate discussions concerning the following operational areas during the PIA to ensure they were implemented and effectively utilized at the incident:

Answer 28

1. Standardized accountability 2. Communications effectiveness 3. Safety 4. Adherence to operational SOG’s, EMS protocols, policies, and procedures

Question 29

Post Incident Analysis (PIA) Procedures -Guidelines C. The Incident Commander, with cooperation from the responsible District Chief/Division 201, will complete an After Action Report (AAR) documenting the results of the post incident analysis within 60 days. The AAR will contain the following sections:

Answer 29

1. Incident Overview 2. Size Up Factors 3. A Post Incident Analysis section that contains: - a. The location and time of the PIA - b. Positive Outcomes - c. Areas of Improvement - d. Recommendations 4. Summary 5. Appendixes as necessary to include Action Plans, ICS forms, available photographs, and applicable maps, diagrams, and drawings

Question 30

Post Incident Analysis (PIA) Procedures -Guidelines D. The Training Division will be responsible for ____

Answer 30

publishing the After Action Report to all BSODFRES personnel via Target Solutions.

Question 31

Post Incident Analysis (PIA) Procedures -Guidelines E. Executive staff will be responsible for ____

Answer 31

reviewing the After Action Report’s recommendations and determining implementation plans as necessary

Question 32

Post Incident Analysis (PIA) Procedures -Guidelines F. Upon completion of an organization’s post incident analysis, if applicable, the After Action Report should be presented to the Fire Chief’s Association of Broward County’s Mutual Aid and Communications Committee. This report should be presented orally at the next regular meeting subsequent to publishing the AAR. At a minimum, the presenter should provide the committee with the following:

Answer 32

1. Date of incident. 2. Jurisdiction of incident. 3. Date of the post incident analysis. 3. Description of the incident. 5. Key operational and tactical issues relating to mutual aid and communications. 6. Recommendations pertaining to mutual aid operations and communications.

Question 33

Daily Fire Station Briefing | Purpose

Answer 33

To provide a mechanism that ensures proper and thorough dissemination of pertinent information to all on-duty personnel.

Question 34

Daily Fire Station Briefing | Scope

Answer 34

A. This guideline is applicable to all operations personnel. B. Daily morning briefings will be conducted at all fire stations within each of the Fire Rescue commands. These briefings will be conducted in the fire station between 0800 and 0930 unless prohibited by emergency responses or other pre- scheduled events. C. All on-duty personnel shall attend the daily morning briefing.

Question 35

Daily Fire Station Briefing | Responsibility

Answer 35

A. It shall be the responsibility of all company and chief officers to ensure that this guideline is followed. B. The fire station Captain (or ranking officer) will be designated as the Station Briefing Officer and will be responsible for leading the daily situational awareness meeting with personnel.

Question 36

Daily Fire Station Briefing Guidelines -The Station Briefing Officer shall conduct a meeting with all on-duty personnel to disseminate the following information:

Answer 36

1. Work Day Plan and Daily Assignments a. Hydrant maintenance to be performed. b. Pre-fire plans to be conducted. c. Scheduled company suppression and/or EMS training. d. Probationary employee/supervisor training objectives and daily performance evaluation completion. e. Fire station daily duty assignments. f. Specific specialty training/familiarization that is to occur. 2. All General Orders, Operations Orders and/or Internal Memorandums issued within the last duty shift. 3. All Unsafe Structure Notifications, road closure notices, out of service hydrant information, and special event assignments for unit participation and associated uniform dress code. 4. Any other pertinent information (Operations Calendar, etc.).

Question 37

Daily Fire Station Briefing Guidelines -The Station Briefing officer will review the status of unit-specific information that was transferred between off-going and on-coming unit supervisors. This information shall include the serviceability of all SCBA units and PPE, along with following as appropriate:

Answer 37

1. Any reports of trouble with the apparatus/equipment and repairs made and/or needed. 2. Status of any reserve apparatus and/or movement into or out of the fire station. 3. Confirmation of controlled medication sign-off. 4. Unit keys and Knox-Box keys. 5. All radios and pagers are present and functional. 6. All Scott SCBA wireless communication system components are present and functional (face piece mounted radio interface and two-way radio console/microphone). 7. Assigned unit helmet shields are transferred and in place. 8. Any missing equipment or supplies have been noted. 9. Any student riders meet appropriate attire, waivers, etc.

Question 38

Daily Fire Station Briefing Guidelines -The Station Briefing officer will also conduct an inspection of all on-coming personnel which shall include the following:

Answer 38

1. Daily Inspections: a. Information related to any service or non-service related injuries. b. Personal appearance and proper grooming, including appropriate coverage of body markings as per policy. c. Uniforms/Attire: Uniforms and attire must be in good repair, clean, and proper. d. Personal Protective Equipment (PPE) serviceability for all personnel, including bunker gear, SCBA masks, gloves, hoods, and PAR tags. e. Facility condition. f. Apparatus and equipment condition. 2. Monthly Inspections (to be conducted the first three days of every month): a. Driver License: Personnel will have their Florida Driver License checked for expiration. Personnel with expired licenses will not be permitted to operate vehicles. b. Advanced Cardiac Life Support (ACLS) cards: All dual and single certified paramedics will have their American Heart Association ACLS cards checked for expiration. c. Healthcare Provider/CPR cards: Personnel will have their American Heart Association CPR cards checked for expiration.

Question 39

Daily Fire Station Briefing Guidelines -Any discrepancies shall be ____

Answer 39

appropriately documented by the Station Briefing Officer. Supervisors will ensure noted deficiencies are remedied in a timely manner. This may include a re-inspection of those deficiencies to ensure suitable corrective action was taken.

Question 40

Daily Fire Station Briefing Guidelines -Inspections denoting serious deficiencies of employees, facilities, and/or equipment noted above will be ____

Answer 40

documented in a written report to the next higher command level. This report will include a plan of action and target date for corrective action.

Question 41

Daily Fire Station Briefing Guidelines Supervisors receiving a written report will ____

Answer 41

take needed steps to ensure corrective action was taken. If corrective action cannot be taken at this level, the report will continue, via the chain of command, until an appropriate level is reached. Each chain of command level will document and attach to the report any action taken.

Question 42

Department Mail Delivery System | Purpose:

Answer 42

To provide Broward Sheriff’s Office Department of Fire Rescue and Emergency Services (hereinafter referred to as BSODFRES) personnel with guidance to ensure timely delivery of interoffice mail.

Question 43

Department Mail Delivery System | -Mail couriers will deliver mail to the following locations daily, unless otherwise indicated:

Answer 43

1. Fire Station 17: Mail for all Battalion 17 units will be delivered to Logistics. Mail for Battalion 17 should be separated by rubber band and labeled Fire Station 17. 2. Fire Station 81 (Weston). 3. Fire Station 37 (Lauderdale Lakes). 4. Fire Station 102 (Deerfield): Drop off and pick up will occur on Mondays, Wednesdays, and Fridays. 5. Fire Station 10 (Airport): Continuation of service drop off and pick up at DLE District 3 office. 6. Fire Station 6 (Seaport): Continuation of existing service. 7. Fire Station 7 (Hallandale) Continuation of existing service.

Question 44

``` Department Mail Delivery System Each location (with the exception of Fire Station 6 and 10) will identify one drop off and pick up location within the fire station and ensure ____ ```

Answer 44

that all personnel are aware of the location.

Question 45

Department Mail Delivery System | -All outgoing mail will need to be placed ____

Answer 45

in the designated pick up location in the morning for outgoing pick up by the mail couriers.

Question 46

Department Mail Delivery System -The mail slots in the Public Safety Building / Fire Rescue Headquarters mail room for each fire station will be dismantled and all mail to be delivered to field units/personnel will be placed ____

Answer 46

in the currently existing “outgoing mail” slot.

Question 47

Department Mail Delivery System - Mail Identification/Labeling * Mail shall be labeled in a clear manner as follows:

Answer 47

1. Labeled by one of the drop off locations above. 2. Labeled by fire station. 3. Labeled by employee name/rank. 4. Labeled by shift.

Question 48

Department Mail Delivery System - VI. Alternative Delivery Options * In an effort to reduce the amount of mail that is sent through the system, the following methods should be employed:

Answer 48

1. All BSODFRES fire stations have the capability to scan and send documents. Any document that can be scanned and sent via email should be transmitted in that manner. This includes, but is not limited to, the following: - a. Unsigned evaluations can be emailed to the individual, printed, signed, scanned, and sent back to the appropriate supervisor via email. - b. Overtime slips can be scanned and emailed to the appropriate Battalion Chief, printed, signed, and sent via interoffice mail.

Question 49

Department Mail Delivery System - VI. Alternative Delivery Options B. Implementation of this model requires that all personnel ____

Answer 49

check their email at least one time per shift.

Question 50

Property Valuation for Structural Fires | Purpose:

Answer 50

To provide Broward Sheriff’s Office Department of Fire Rescue and Emergency Services (hereinafter referred to as BSODFRES) personnel with guidance to accurately capture quantitative data regarding fire loss as well as property saved values.

Question 51

Property Valuation for Structural Fires - Requirements * When completing FRMS reports for structural fires (inclusive of vehicle, boat and ship fires), the report must capture ____

Answer 51

the estimated dollar amount of property lost as well as the dollar amount of property saved. This information will be entered by the BSODFRES personnel completing the report; either the company officer if the determination is handled by field personnel, or the Fire Prevention Bureau (FPB) if the investigation and determination is managed by the FPB.

Question 52

Property Valuation for Structural Fires - Requirements * Information regarding ____ shall be included in every FRMS report for a structural type fire.

Answer 52

both property lost and property saved

Question 53

Property Valuation for Structural Fires - Obtaining Current Value * The dollar value of the property (structure only not including land value) can be obtained from ____

Answer 53

the Property Appraiser’s web site, then entering the form fillable property address. The Broward County Property Appraiser’s website link is: http://www.bcpa.net/recmenu.asp.

Question 54

Property Valuation for Structural Fires | - Once the dollar value of the property is acquired, personnel will ____

Answer 54

simply subtract the value of loss from the total structural value to determine the property saved value. This data will always be entered along with the property lost value.

Question 55

Property Valuation for Structural Fires - When a boat or ship fire occurs, the responsibility will reside with ____ for data entry into the FRMS report as they will contact the property owner and/or the insurance carrier for the ____

Answer 55

* the FPB | * valuation of the property.

Question 56

Property Valuation for Structural Fires - Data Tracking * The information entered into the FRMS report will be utilized as ____

Answer 56

part of the monthly District Chief report.

Question 57

Uniform Guidelines | Purpose

Answer 57

The physical appearance of our employees is one of the first and lasting impressions our customers have of the Broward Sheriff’s Office. Conservative grooming projects the image of an alert, professional and responsive agency that takes pride in its work. These guidelines, in addition to the Sheriff’s Policy Manual, establishes standards for personal appearance and dress while on duty or while officially representing the Broward Sheriff’s Office Department of Fire Rescue and Emergency Services (hereinafter referred to as BSODFRES) and promotes consistency of appearance throughout the department.

Question 58

Uniform Guidelines | Responsibility

Answer 58

A. All uniformed personnel are individually responsible for wearing the uniform in a manner consistent with this guideline and ensuring that all uniform articles are in good condition and appearance. B. All Company Officers and Battalion Chiefs will ensure compliance and enforcement with this uniform guideline and ensure that worn or damaged articles are surveyed and replaced in a timely manner. Worn or damaged articles must be turned in to receive a replacement, along with a completed BSO FR 01 Form signed by the appropriate Company Officer and Battalion Chief; for staff personnel, this form must be signed by the immediate supervisor.

Question 59

Uniform Guidelines Parade Dress Uniform (if issued) -A. This uniform shall only be worn at ____

Answer 59

the direction of the Fire Chief.

Question 60

Uniform Guidelines Parade Dress Uniform (if issued) -B. This uniform shall consist of the following:

Answer 60

1. Department issued bell crown cap with appropriate hat insignia. 2. Department issued dress coat with department issued badge and lapel pins. a. Award pins will be worn at the discretion of the Fire Chief dependent upon the event. 3. Department issued uniform dress pant (navy blue polyester pant). 4. Department issued white long sleeve uniform shirt with department approved shoulder patch, collar brass, badge, name plate, American Flag pin and approved ribbons/bars. 5. Department issued black tie. 6. Department approved tie tack/pin. 7. Department issued black patent leather belt. 8. Department issued black patent leather uniform shoes.

Question 61

Uniform Guidelines Parade Dress Uniform (if issued) If an undershirt is worn with the Parade Dress uniform, it will be ____

Answer 61

a white short sleeve undershirt with no markings. Marked or department logo t-shirts will not be worn under the Parade Dress uniform.

Question 62

Uniform Guidelines - Class A Uniform (All Uniformed Staff) * This uniform shall consist of the following:

Answer 62

1. Department issued white long sleeve uniform shirt with department approved shoulder patch, collar brass, badge, name plate, American Flag pin and approved ribbons/bars. 2. Department issued navy blue polyester pant. 3. Department issued black tie. 4. Department approved tie tack/pin. 5. Department issued black patent leather belt. 6. Department issued black patent leather shoes.

Question 63

At no time shall the white long sleeve uniform shirt be worn ____

Answer 63

without a tie or be worn with BDU type pants.

Question 64

Command staff shall wear the Class A uniform attire when

Answer 64

attending command staff meetings, any public event and any event or meeting where the Sheriff is in attendance. Exceptions must be approved by the Fire Chief. The Class C uniform attire may be worn as the uniform of the day when planned activities do not require the Class A uniform.

Question 65

If an undershirt is worn with the Class A uniform, it will be ____

Answer 65

a white short sleeve undershirt with no markings. Marked or department logo t-shirts will not be worn under the Class A uniform.

Question 66

Uniform Guidelines - Class B Uniform (All Uniformed Staff) * Long sleeve uniform shirts shall be issued for those requiring ____

Answer 66

arm covering under the Sheriff’s Policy Manual Section 3.1.

Question 67

Uniform Guidelines - Class B Uniform * Field Operations

Answer 67

1. When assigned to light duty or attending civic and public education events unless authorized by their respective Battalion Chief. 2. This uniform shall consist of the following: a. Department issued blue (white for officers) short sleeve uniform shirt with department approved shoulder patch, collar brass, badge, name plate, American Flag pin and approved ribbon/bars. b. Department issued black belt (tactical with BDU pant only). c. Department issued navy blue BDU pant (for field personnel only). d. Department issued footwear.

Question 68

Uniform Guidelines - Class B Uniform * Command Staff

Answer 68

1. This is the standard daily uniform unless otherwise directed or required by policy. 2. This uniform shall consist of the following: a. Department issued white short sleeve uniform shirt with department approved shoulder patch, collar brass, badge, name plate, American Flag pin and approved ribbon/bars. b. Department issued navy blue polyester pant. c. Department issued black patent leather belt. d. Department issued black patent leather shoes.

Question 69

Uniform Guidelines -Class B Uniform Fire Prevention Bureau

Answer 69

1. This is the standard daily uniform unless otherwise directed or required by policy. 2. This uniform shall consist of the following: a. Department issued Polo shirt. b. Department issued BDU or navy blue pant. c. Department issued belt. d. Department issued black patent leather shoes or station shoes/boots.

Question 70

If an undershirt is worn with the Class B uniform, it will be a ____

Answer 70

white short sleeve undershirt with no markings. Marked or department logo t-shirts will not be worn under the Class B uniform.

Question 71

Class C Uniform | Long sleeve t-shirts will not be worn ____

Answer 71

under short sleeve Class C uniform shirts.

Question 72

Class C Uniform | Field Operations

Answer 72

This is the standard daily uniform for shift operations unless otherwise directed or required by policy.

Question 73

Class C Uniform | This uniform shall consist of the following:

Answer 73

a. Department authorized Polo shirt. b. Department issued black belt (tactical with BDU pant only). c. Department issued navy BDU pant (for field personnel) only. d. Department issued footwear.

Question 74

Class C Uniform Command Staff -This command staff uniform is approved at the discretion of the Fire Chief or designee for specific duties or occasions (i.e. ____).

Answer 74

community events, ride- alongs with field units, work assignments outside of other routine assigned duties or other circumstances approved by the Fire Chief

Question 75

Class C Uniform Command Staff -This uniform shall consist of the following:

Answer 75

a. Department issued Polo shirt; department issued six button shirt with department issued BDU navy blue pant for ride alongs only. b. Department issued navy blue polyester pant; department issued BDU pant for training and special events only. c. Department issued black patent leather belt or tactical belt (with BDU pant only). d. Department issued black patent leather shoes with polyester pant or other department issued footwear with BDU pant. e. Department authorized red short or long sleeve t-shirt for Training Officers as determined by the Division Chief of Training with the Fire Chief’s approval. f. BSO identification readily visible and displayed at all times.

Question 76

Class C Uniform Command Staff - From May 1 through November 30 (hurricane season) the Command Staff uniform is approved, exception: whenever a staff member has a meeting or event outside PSB, the class A uniform shall be worn. * The May 1 through November 30 uniform shall consist of:

Answer 76

a. Department issue Polo shirt. b. Department issue navy blue polyester pant c. Department issue black patent leather belt d. Department issue black patent leather shoes e. BSO ID badge readily visible and displayed at all times.

Question 77

Command staff shall be identified as ____

Answer 77

all exempt employees limited to Fire Chief, Deputy Chief, Assistant Chiefs, Division Chiefs, District Chiefs and Assistant District Chiefs.

Question 78

Class D Uniform (jumpsuit)

Answer 78

The jumpsuit shall be approved for regular use only after 2000 hours. It may be used prior to 2000 hours only when a member is actively involved in department approved training or exercise activity and not wearing the uniform of the day. It is the intent of this guideline that the jumpsuit may be donned to facilitate an expedited response to emergency calls received while actively involved in those training/exercise activities. Members are to return to the prescribed uniform of the day as soon as practical after the response and training/exercise activity is completed. In lieu of the jumpsuit, members may wear the department issued t- shirt with department issued BDU pants and footwear as outlined within this section.

Question 79

Class D Uniform (jumpsuit) This uniform shall consist of the following:

Answer 79

1. Department issued jumpsuit (short or long sleeve). 2. Department issued footwear. * Crew members will be dressed alike outside of the fire station.

Question 80

Class E Uniform (Exercise)

Answer 80

A. For use after 2100 hours within the fire station and for exercising, training and service testing only. This uniform is not to be worn during responses. B. This uniform shall consist of the following: 1. Department approved t-shirt. 2. Department issued navy blue exercise short.

Question 81

Specialty Uniforms

Answer 81

Specialty uniform items are authorized for use only by assigned members when actively working on the specialty unit and shall not be worn when working at other station assignments or as the uniform of the day for regular daily activities.

Question 82

Specialty Uniforms | Air Rescue

Answer 82

1. This uniform shall consist of the following: a. Department issued Special Operations flight suit and helmet. b. Department issued footwear.

Question 83

Specialty Uniforms | Airboat and Fire Boat Units

Answer 83

1. All members shall conform to the Class C uniform, unless otherwise directed by policy; however, members will also be authorized for the following items: a. Department issued wide brim hat. b. Department issued Columbia style shirt with appropriate embroidery. c. Department issued tactical belt. d. Department issued BDU pant. e. Department issued footwear.

Question 84

Specialty Uniforms | Hazardous Materials Unit

Answer 84

All members shall conform to the Class C uniform, unless otherwise directed by policy; however, members will also be authorized for the following items: a. Department issued Special Operations jumpsuit for training purposes or as directed by the Battalion Chief based upon the nature of the operation.

Question 85

Specialty Uniforms | Technical Rescue Team (TRT) Unit

Answer 85

All members shall conform to the Class C uniform, unless otherwise directed by policy; however, members will also be authorized for the following items: a. Department issued extrication jumpsuit for training purposes, confined space rescue or as directed by the Battalion Chief based upon the nature of the operation. b. Department issued steel toe/steel shank boot.

Question 86

Specialty Uniforms | Motor Medic Unit

Answer 86

a. Department issued motor medic helmet with approved color and markings (only). b. Department issued motor medic white long sleeve uniform shirt with department approved shoulder patch, collar brass, badge, name plate (color will be commensurate with current rank), American Flag pin and approved ribbon/bars. c. Department issued motor medic pant. d. Department issued motor medic boot.

Question 87

Specialty Uniforms | Honor Guard

Answer 87

a. Department issued/approved Honor Guard attire.

Question 88

Specialty Uniforms | Pipe and Drum Corps

Answer 88

a. Department issued/approved Pipe and Drum attire.

Question 89

Specialty Uniforms | Tactical Medics

Answer 89

a. Department issued uniform items as required by the collective bargaining unit agreement, to be worn as directed by the SWAT Team Leader.

Question 90

Specialty Uniforms | Headquarters (Non-Command) Staff Uniforms

Answer 90

1. It is the intent of the Fire Chief that all personnel assigned to headquarters shall wear the approved Class A or Class B headquarters staff uniform daily. 2. Headquarters staff shall wear the Class A uniform attire when attending meetings outside of the confines of the Public Safety Building which include external customers in attendance or when planned internal meetings are scheduled at the Public Safety Building with external customers/visitors in attendance. 3. The Class B uniform attire may be worn as the uniform of the day when planned activities do not include customers external to BSO.

Question 91

Specialty Uniforms | Civilian Uniforms

Answer 91

The Fire Chief shall determine which civilian BSODFRES employees are authorized to wear a civilian uniform and shall set the standards of said uniform.

Question 92

Specialty Uniforms | Optional Items

Answer 92

A. All non-department issued but approved optional items obtained through Local 4321 shall be standardized to a specific brand and model and listed on an agency Internal Memorandum (IM) or other equivalent official means of documentation and have prior approval of the Fire Chief by November 1st of each year for the following year. Local 4321 shall provide the Fire Chief with a list of pictures of all the items requesting approval. Changes in brand or model will be updated on the IM to be included as a policy compliant uniform item. Any items with the IAFF logo or L4321 lettering shall not be authorized to be worn on duty at any time. B. Local 4321 shall be the only recognized vendor of Fire Chief authorized official/optional uniform attire items. All other uniform issue items shall be provided by Logistics (not to include undershirts and other undergarments). C. Department issued/authorized baseball type caps, wide brim hats and golf visors for female employees are not authorized with Parade, Class A or Class B uniforms as well as for command staff. If worn, caps will be worn facing forward. D. Department approved “job” shirt with insignia authorized by the Fire Chief. E. Department issued cold weather jacket. F. Department issued tactical short for Bike Team, training and service testing only (not to be worn during responses).

Question 93

Uniform Guidelines | Procedures

Answer 93

A. All personnel assigned to a specific unit shall be in the same class of uniform. B. The Fire Chief will make the final determination for the approved uniform attire for all special events not specifically addressed by this guideline. Any variation from this guideline or uniform use shall require prior written permission from the Fire Chief or his designee. Variation requests and approvals shall be placed in the employee’s personnel file. C. Any BSODFRES uniform or any part of any uniform shall not be worn off duty except for BSODFRES issued baseball caps. It will be permissible to wear the uniform or parts of the uniform going to or returning from work and going to breakfast after work or other de minimus errands. All other instances shall be pre- approved by a staff officer. D. The Sheriff’s Policy Manual, particularly Section 3.1, and the IAFF Local 4321 Collective Bargaining Unit Agreement Article 25 remain in effect. E. The following documents are superseded by this guideline: 1. IM 07-09 2. IM 11-08 3. IM 05-13 4. IM 06-78 5. IM 07-86 6. IM 08-07 7. IM 09-37 8. IM 10-20 (Exception-form is still available on the BSO Informant Forms Library). F. See attached for approved uniform item use and location.

Question 94

Award Pins

Answer 94

Department Issued Award Pins and CFAI pin may be worn above the pocket on the same side as the name tag – maximum 4 pins

Question 95

Name Tag

Answer 95

Name tag 1⁄4 in below the pocket. “Serving Since” placard may be worn

Question 96

CAAS accreditation, and Paramedic pin

Answer 96

A CAAS accreditation pin and Paramedic pin may be worn as displayed. On the pocket, below and on either side of the Name Tag

Question 97

Flag Pin

Answer 97

Flag Pin should be placed 1⁄4 inch below the pocket on the same side as the badge.

Question 98

Tie tack

Answer 98

If a tie tack is worn, it should be the BSO logo and this depicts the proper placement, in the center of the tie, at the height of the pocket buttons.

Question 99

Rank Insignia

Answer 99

All rank insignia will be issued by BSO. Rank insignia will not be worn on the Class B uniform.  Collar insignia will be worn 2 inches from the collar point, on the center-line splitting the angle inscribed by the edges of the collar.  Officer’s Lapel Rank Insignia will be worn only on lapels of Dress Uniform Jackets of Lieutenants and above. Collar Insignia and Officer’s Lapel Rank Insignia has been changed for the ranks of Lieutenant through Fire Chief. All uniformed employees in the classes listed in this document will wear the type of collar brass as indicated below for that designation. The new insignia is available through the Regional Logistics Warehouse.

Question 100

It is the employees’ responsibility to properly place insignia on their uniform; however, ____

Answer 100

in an effort to facilitate this process and create uniformity, Battalion Chiefs have been provided with the appropriate clothing pliers and collar templates to properly affix the collar insignia. All personnel requiring a collar insignia change must present their long sleeved dress shirt to their Battalion Chief to be readied for the new collar insignia.

Question 101

Workplace Lactation Accommodations for Shift Personnel | -Purpose

Answer 101

To provide the Broward Sheriff’s Office Department of Fire Rescue & Emergency Services (hereinafter BSODFRES) applicable personnel with guidelines for on-duty lactation accommodations

Question 102

Workplace Lactation Accommodations for Shift Personnel | Background

Answer 102

The Patient Protection and Affordable Care Act of 2010 (“PPACA”), amending Section 7 of the Fair Labor Standards Act of 1938 (29 U.S.C. 207) (“FLSA”), requires employers to provide reasonable break time for nursing mothers to express breast milk as needed after the birth of her child for a period of one year from the time of birth.

Question 103

Workplace Lactation Accommodations for Shift Personnel | Guidelines

Answer 103

A. In compliance with Federal labor standards law, for a period of one year after the birth of a child, employers are required to provide break time for employees to pump breast milk whenever necessary. B. While assigned to shift operations, these “break times” will be considered to be occurring on the job, subject to call, and as such do not require usage of leave accruals as is the case with other non-exempt employees under the general Sheriff’s Policy Manual, Section 4.6 C. If and when requested, fire station supervisors shall provide accommodations for a consistent access to a private lactation area, in a sanitary place, other than a bathroom. D. While assigned to an emergency response apparatus, the regulatory compliance for the provision of breast-pumping break times will not place a unit in a non- available status, and the employee engaged in the active process of breast- pumping will cease such activity for the response to a dispatched emergency. E. The fire station supervisor shall ensure the provision of adequate refrigerated space to store pumped breast milk. 1. The lactating employee shall utilize a self-contained storage container for the purposes of storing pumped breast milk within a common use fire station refrigerator while on duty. 2. It shall be the responsibility of the lactating employee to provide this container(s).

Question 104

Apparatus Intercom Headset Usage | Purpose

Answer 104

To provide guidelines for the utilization of apparatus intercom headsets.

Question 105

Apparatus Intercom Headset Usage | Background

Answer 105

A. The National Fire Protection Association (NFPA) 1500 Standard on Fire Department Occupational Safety and Health, as well as NFPA 1582 Standard on Occupational Medical Programs, recommends that fire departments establish hearing conservation programs that reduce or eliminate harmful sources of noise and requires the use of hearing protection. B. The National Institute of Occupational Safety and Health (NIOSH) recommends engineering controls to limit firefighters overall exposure to noise, including the use of electronic devices designed specifically for the firefighter that provide enhanced communication capabilities and block harmful noise.

Question 106

Apparatus Intercom Headset Usage | Guidelines

Answer 106

A. In the interest of our members’ health and safety, and in accordance with NFPA and NIOSH recommendations, all new Department of Fire Rescue and Emergency Services apparatus are supplied with headsets that provide hearing protection, as well as radio communications interface. Additionally, many current Department of Fire Rescue and Emergency Services apparatus provide these capabilities. B. The use of this important safety equipment is mandatory in any Department of Fire Rescue and Emergency Services vehicle equipped with this option whenever the vehicle is in operation. C. Company officers will notify the appropriate chain of command when apparatus that are equipped with this option lack any necessary components. Chief Officers will take the necessary steps to acquire the components for such apparatus.

Question 107

Customer Satisfaction Surveys | Purpose

Answer 107

A. To provide an objective means of assessing the customer satisfaction rate with select services provided by the Broward Sheriff’s Office Department of Fire Rescue and Emergency Services (hereinafter referred to as BSODFRES) and identify areas of improvement. B. It is the policy of BSODFRES to encourage ALL external customers to participate in an electronic customer service survey available via the internet following the receipt of EMS, fire suppression, technical rescue, hazardous materials, and public education services

Question 108

Customer Satisfaction Surveys General Information -Customer Satisfaction review process

Answer 108

A. A customer satisfaction review process has been developed, utilizing the Baldridge Group to provide an interactive telephone consult with customers who have used the BSODFRES EMS services: 1. The Baldridge Group is provided with a monthly list of customers, who have utilized the BSODFRES EMS services. 2. The Baldridge Group representative randomly contacts customers by telephone, asking five questions: a) How was the paramedics’ response to your emergency? b) Did paramedics listen and explain what they were doing? c) Did paramedics display a caring and concerned attitude? d) Did paramedics manage your pain or condition? e) Were paramedics professional?

Question 109

Customer Satisfaction Surveys | Public Education and Community Outreach

Answer 109

1. Pubic educators will receive customer feedback through surveys following public education classes, training, and educational seminars. 2. Customer feedback data will be utilized to continuously improve the public education program.

Question 110

Customer Satisfaction Surveys | Strategic Plan- External Stakeholder Feedback

Answer 110

1. External Stakeholders will be surveyed through the strategic planning process to determine strengths, weaknesses, threats and opportunities. 2. Customer feedback will be utilized to develop the strategic plan for continuous improvement.

Question 111

Customer Satisfaction Surveys

Answer 111

A. District Chiefs will access the website @ https://baldrigegroup.com/members/ 1. Each quarter, District Chiefs shall access the customer survey data to analyze it against performance measures and to determine deficiencies that are actionable. 2. The District Chief, or designee, will follow up with the customer to address any complaints or dissatisfaction immediately following the quarterly review. 3. District Chiefs will develop an action plan based on actionable information, describing how the information is being utilized to improve future service. 4. District Chiefs will forward any action plans to Accreditation to be utilized as accreditation exhibits.

Question 112

Public Education and Community Outreach

Answer 112

1. When deemed appropriate by the public education manager, public education programs will provide a survey to customers to gain feedback for continuous improvement. 2. Public educators will electronically log all customer feedback and analyze customer feedback on a quarterly basis to determine deficiencies that are actionable. 3. The public education manager will develop an action plan based on the deficiencies and will immediately address the deficiencies with the customer. 4. The public education manager, or designee, will forward any action plans to Accreditation to be utilized as accreditation exhibits.

Question 113

Customer Satisfaction Surveys | Strategic Plan

Answer 113

1. External stakeholder feedback will be collected during the strategic planning process and utilized to develop goals and objectives for continuous improvement. 2. External stakeholder feedback will also be collected by district chiefs during HOA meetings, community events, interactions with community leaders, etc. and will be utilized to develop goals and objectives for continuous improvement.

Question 114

Customer Satisfaction Surveys | All action plans regarding satisfaction surveys will be ____

Answer 114

forwarded to the accreditation manager. The accreditation manager will provide data and proof of follow up to the accrediting bodies to satisfy the Commission on Accreditation of Ambulance Services (CAAS) and the Commission on Fire Accreditation International (CFAI) standards.

Question 115

Ordering Uniform Items Through the Logistics E-Store | -Purpose

Answer 115

To simplify the process of ordering Department uniforms through an electronic process and to ensure budgetary oversight by persons responsible for the same

Question 116

Ordering Uniform Items Through the Logistics E-Store | -Background

Answer 116

A. Personal issue and uniform items have historically been issued and replaced through a paper intensive process that did not always allow for the proper tracking of requests nor the appropriate notifications to command officers. B. Guidelines described in SOG A-116 remain in place including the requirement that uniforms are a 1 for 1 replacement after initial issue

Question 117

Critical Injury/Illness and Potential Equipment Malfunction Guidelines - Purpose

Answer 117

A. To establish notification and investigative procedures related to employees who suffer a critical illness/injury, and/or if equipment malfunction is suspected as a cause or contributing factor of a critical illness/injury. B. To establish guidelines regarding the identification, investigation and dissemination of near-miss incidents. C. To promote and enhance firefighter safety and survival through continuous process, equipment and educational improvement.

Question 118

Critical Injury/Illness

Answer 118

An injury/illness sustained by an employee that requires hospitalization and/or an extensive recuperation period.

Question 119

Critical Injury/Illness as a Result of Potential Equipment Malfunction

Answer 119

Any accident/injury or potential accident/injury that is a result of the use of equipment.

Question 120

Family Liaison Officer

Answer 120

A BSODFRES chief officer responsible for providing BSODFRES support to the family of an injured employee.

Question 121

Injury Investigation Team –

Answer 121

An element of the BSODFRES Fire Prevention Bureau has responsibility for coordinating the collection and the review of data on critical injury/illness incidents, issuing final reports on cause and making recommendations for policy and procedural changes.

Question 122

Critical Injury/Illness and Potential Equipment Malfunction Guidelines -General

Answer 122

A. The BSODFRES will make resources available to meet the needs of the next of kin of an employee who suffers a critical injury/illness. B. The Fire Chief shall be notified via the chain of command when an employee suffers a critical injury/illness. C. A BSODFRES chief officer will be assigned as the Family Liaison Officer to the family of an employee who suffers a critical injury/illness. D. The Fire Chief, or designee, shall notify the next of kin of employees who sustain a critical injury/illness. E. The Injury Investigation Team shall conduct an investigation whenever an employee suffers a service related critical injury/illness or a potential equipment malfunction is suspected.

Question 123

Service Related Critical Injury/Illness

Answer 123

A. The employee’s Battalion Chief shall notify Division 201 (or Staff Duty Officer (SDO) in the absence of Division 201) via telephone of a service related critical injury/illness or if a potential equipment malfunction is suspected. Detailed information shall be relayed as soon as possible. B. Division 201 / SDO will notify the Shift Supervisor at FireCom who will make every effort to notify the following (via alpha-numeric pager or telephone) staff members within one hour of a critical injury/illness incident: 1. The Fire Chief. 2. The Deputy Chief. 3. The Assistant Chiefs of Operations. 4. The Fire Prevention Bureau’s Division Chief 5. The Division Chief of Health and Safety 6. The employee’s respective District Chief or Division Chief. C. FireCom will limit specific information and will adhere to HIPAA guidelines. Additional information shall be made available by contacting Division 201 / the SDO. D. The Fire Chief, or designee, will make notification to the Union President, Chaplain’s Office and any other necessary entities, including Risk Management and other appropriate BSO departments. E. The Fire Chief, or designee, shall telephone or make in-person notification to the employee’s next of kin and advised them of the employee’s status. When possible, the injured employee should call his/her family to allay fears and reduce the stress placed upon the family. F. The Fire Chief, or designee, shall make arrangements for the injured employee’s next of kin to be transported to the treating medical facility, when appropriate. G. Division 201 / SDO, or designee, and the appropriate agency Chaplain will report to the treating medical facility to gather information and coordinate assistance for the next of kin until the arrival of the employee’s District Chief. H. Division 201 and/or SDO will assemble the Injury Investigation Team and initiate an investigation into the cause of the incident. I. If the employee suffers a critical injury/illness, the Fire Chief will appoint a Family Liaison Officer. J. Division 201 and/or SDO (until the Family Liaison Officer is available) will report to the treating medical facility, meet the employee’s family, and coordinate, as necessary, the following assistance: 1. Transportation to and from the medical facility for the next of kin during the employee’s hospital stay. 2. Babysitters for dependent children as needed. 3. Meals for the next of kin as needed. 4. Other transportation needs. 5. Quality of care assurance. 6. Special transportation needs (during physical therapy, etc.). 7. Household maintenance assistance (lawn mowing, etc.). 8. Processing of insurance claims, Worker’s Compensation, etc. 9. Issuing status reports as required. K. The Family Liaison Officer and/or the agency Chaplain will ensure that follow-up counseling is provided to the injured employee on a continuing basis.

Question 124

Critical Injury/Illness and Potential Equipment Malfunction Guidelines -Non-Service Related Injury

Answer 124

A. When advised of a non-service related critical illness/injury sustained by a BSODFRES employee, personnel shall notify Division 201 / SDO immediately. B. Division 201 or SDO shall make timely notifications to the following: 1. The Fire Chief. 2. The Deputy Chief. 3. The Assistant Chiefs of Operations. 5. The employee’s District Chief or Division Chief. 6. The Division Chief of Health and Safety. C. The agency may appoint a Family Liaison Officer and make notification to the agency’s Chaplain. D. The employee’s District Chief (or the Family Liaison Officer, if appointed) must attempt to contact the family or the family’s representative (clergy, attorney, etc.) within one hour of his or her notification and determine the level of Department involvement. E. If the family requests Departmental assistance, the District Chief (or Family Liaison Officer, if appointed) will attempt to assist the family as previously indicated within this guideline.

Question 125

Critical Injury/Illness and Potential Equipment Malfunction Guidelines - Injury Investigation Team Procedures A. BSODFRES shall investigate employee critical illness/injury incidents (including fatalities) and potential equipment malfunctions utilizing ____

Answer 125

the Injury Investigation Team (IIT). Incidents where no injury occurred but where the potential for serious injury or death existed may be investigated by the IIT.

Question 126

Critical Injury/Illness and Potential Equipment Malfunction Guidelines - B. Division 201 / SDO must be notified immediately when an employee suffers a critical injury/illness, a service related fatality and/or potential equipment malfunction has occurred. 1. Division 201 / SDO will ensure that ____

Answer 126

Risk Management and the Union are advised of the injury.

Question 127

Critical Injury/Illness and Potential Equipment Malfunction Guidelines -C. The IIT will be mobilized immediately when:

Answer 127

1. An employee is critically injured or killed in the line of duty. 2. An incident where no injury or death has occurred, but where a specific occurrence, action, procedure or circumstance indicated that the potential for injury or death existed. 3. A potential equipment malfunction is suspected.

Question 128

Critical Injury/Illness and Potential Equipment Malfunction Guidelines -D. The IIT will be comprised of ____

Answer 128

the Staff Duty Officer, the Chief of Health and Safety, the Chief of the Fire Prevention Bureau and the on-call FPB representative. If based on the incident additional personnel are deemed appropriate the request for additional personnel will be requested via the initial IIT. The following should be requested to be added to the initial IIT: 1. Chief of EMS for an EMS incident or ALS equipment. 2. Chief of Training for an incident that occurred while any type of training was being conducted or, in the opinion of the initial IIT, operational procedures were not followed. 3. Chief of Special Operations for an incident that occurred during a special operations incident or training event. 4. Chief of Support Services/Logistics when an incident occurs that involves or potentially involves equipment that may have malfunctioned or was damaged as a result of the incident. 5. The purpose of identifying the individuals who may be involved in the investigation is not to limit the appropriate individuals who are involved but, rather, to minimize the number initially requested to the incident. Additional individuals may be requested to participate in the investigation process based upon their expertise in a specific area without them having to respond to the incident scene. 6. Additional resources may be utilized as required (State FMO, BSODLE, etc.).

Question 129

Critical Injury/Illness and Potential Equipment Malfunction Guidelines -E. The IIT shall collect and review data on ____

Answer 129

service related critical injuries and service related deaths.

Question 130

Critical Injury/Illness and Potential Equipment Malfunction Guidelines -F. The IIT must issue final reports to ____

Answer 130

the Fire Chief based upon conclusions drawn from investigations into incidents of service related critical injuries and service related deaths. The reports may be disseminated to the field as Training or Safety Bulletins.

Question 131

Critical Injury/Illness and Potential Equipment Malfunction Guidelines -G. Recommendations for policy and /or procedural changes based upon the findings of the IIT must be ____

Answer 131

forwarded to the Fire Chief.

Question 132

Critical Injury/Illness and Potential Equipment Malfunction Guidelines -I. The IIT shall meet at ____

Answer 132

the location designed by the SDO, usually the incident scene.

Question 133

Critical Injury/Illness and Potential Equipment Malfunction Guidelines -J. The first arriving IIT member shall ensure

Answer 133

that the incident scene is secured in accordance with BSODFRES and BSODLE policies.

Question 134

Critical Injury/Illness and Potential Equipment Malfunction Guidelines -K. At the conclusion of the incident, the IIT will immediately interview ____

Answer 134

all BSODFRES personnel involved and take statements which may be reduced to writing. All personnel must cooperate with the IIT during an authorized investigation.

Question 135

Critical Injury/Illness and Potential Equipment Malfunction Guidelines -L. The EMS Chief shall establish a liaison with ____

Answer 135

the receiving hospital and request appropriate tests (blood gases, etc.).

Question 136

Critical Injury/Illness and Potential Equipment Malfunction Guidelines -M. The IIT must impound and secure ____

Answer 136

affected protective clothing, SCBA, communication and other records, tapes, dispatch reports, incident reports, and casualty reports as deemed necessary.

Question 137

Critical Injury/Illness and Potential Equipment Malfunction Guidelines -N. The IIT must draft an Injury Investigation Report for the Fire Chief. The report should include:

Answer 137

1. Nature of injuries, their extent, expected outcome, extent of disability, etc. 2. Characteristics of the employee involved (length of experience, training, etc.). 3. Description of the incident. 4. Characteristics of equipment being used, their suitability and applicability. 5. Task(s) being performed at the time of injury/death. 6. Time factors (time of day, time of occurrence, time elapsed on duty during occurrences, etc.). 7. Protective equipment used/preventive measures taken. 8. Summary of applicable laws, standards, policies and procedures. 9. Factors (unsafe acts, hazardous conditions, management failures, etc.). 10. Recommendations to prevent reoccurrence. 11. Weather conditions, if applicable/appropriate.

Question 138

Critical Injury/Illness and Potential Equipment Malfunction Guidelines -N. At the discretion of the ITT, develop ____

Answer 138

area maps, floor plans, and other drawings as needed to indicate location, position, direction of movement, other actions of affected personnel and apparatus, and take photographs and video tape of all aspects of the incident scene.

Question 139

Critical Injury/Illness and Potential Equipment Malfunction Guidelines -The IIT must:

Answer 139

1. Assist the Incident Commander as necessary. 2. Recommend the use of the Critical Incident Stress Debriefing resources (Peer Support Team). 3. Utilize land-line communication as much as practical to reduce radio traffic regarding the affected personnel. 4. Issue no public statements.

Question 140

Logistics E-Store Orders | Purpose

Answer 140

A. To ensure the reliable and consistent replacement of disposable medical items, janitorial supplies, office supplies, uniforms and all items in Logistics B. This SOG will serve as a formal document which defines processes that have already been in place.

Question 141

Logistics E-Store Orders | Background

Answer 141

Fire Rescue Regional Logistics has been utilizing the web based ordering system for replacement or “station supplies”, which include but is not limited to, disposable medical items, janitorial supplies and office supplies since 2006. In October of 2015, Logistics instituted the online ordering of Uniforms through the E Store

Question 142

Logistics E-Store Orders Guidelines A. Logistics E-Store Station Orders

Answer 142

1. The E-Store is intended to provide replacement of regularly used and disposable use items that are part of the day to day operation of Fire Apparatus, Rescue Apparatus, and Station Maintenance: 2. Each fire station has a unique username and password to access the e-store. This information is typically maintained with the Station Captain. 3. Orders should be placed weekly after a through inventory of apparatus and supply rooms is conducted. Orders must be submitted prior to Monday morning of the delivery week. The Station Captain is expected to ensure the timely and complete submission of the weekly order. All orders must be approved as stated below prior to the Monday morning of the delivery week. 4. Once orders have been placed into the E-store, they will route electronically to the District or Division Chief who maintains budgetary oversight of the station for approval. Orders must be approved by the District or Division Chief prior to the Monday morning of the delivery week. Orders that are not approved in time will not be delivered on schedule and after 72 hours will be cancelled from the ordering system. 5. Once approved, the order will be process, packed and delivered by a member of the Regional Logistics team. When delivered, the Logistics employee will provide a copy of the order, which will serve as a packing slip and proof of item delivery. 6. It is the responsibility of the Captain on duty, the day the delivery is made to ensure that a check of the packing slip and the actual order delivered match. Any discrepancies will be immediately reported to the Logistics Store Supervisor

Question 143

Logistics E-Store Orders Guidelines -Emergency Orders

Answer 143

1. Emergency orders for critical and safety related items may be handled immediately at the Logistics warehouse with the use of form FR# 01- Request for Personal Issue Equipment, Supplies or Uniforms. This form can be found on the BSO Forms Library, or copies will be provided at Logistics.

Question 144

Records Management | Purpose

Answer 144

A. To provide guidelines to Department of Fire Rescue and Emergency Services (hereinafter BSODFRES) for the maintenance and storage of essential documents.

Question 145

Records Management | -A. These guidelines shall apply to the following documentation including, but not limited to:

Answer 145

1. Patient care records 2. Financial records 3. Vehicle and equipment maintenance records 4. Performance improvement records 5. Unusual incidents 6. Safety records (including vehicle crashes) 7. Compliance program documentation 8. Employee health records 9. Customer comments 10. Training records 11. Certification and credentialing

Question 146

Records Management -Records Maintenance A. BSODFRES personnel who are responsible for the storage and maintenance of records shall follow all applicable requirements set forth within applicable local, State and Federal legislation, as well as any organizational requirements within the Human Resources Division, Office of General Counsel, or Fire Rescue Division, regarding ____

Answer 146

the necessary length of document retention, how and where respective documents are stored, and how documentation is destroyed and discarded.

Question 147

Records Management -Records Maintenance B. The following organizational departments are responsible for the maintenance of their respective records:

Answer 147

1. Patient Care Records: The Department of Fire Rescue, Division of Emergency Medical Services (EMS) 2. Financial Records: The Broward Sheriff’s Office Department of Finance and Administration 3. Vehicle and Equipment Maintenance: The Department of Fire Rescue, Support Services/Fleet Division 4. Performance Improvement: The Broward Sheriff’s Office Department of Human Resources 5. Unusual Incidents: The Department of Fire Rescue, Division of EMS 6. Safety (including vehicle accidents): The Broward Sheriff’s Office Department of Risk Management 7. Compliance Program Documentation: The Department of Fire Rescue, Accreditation Division 8. Employee Health: The Department of Fire Rescue, Health and Safety Division 9. Customer Comments: The Department of Fire Rescue, Accreditation Division 10. Training: The Department of Fire Rescue, Training Division 11. Certification and Credentialing: The Department of Fire Rescue, Training Division

Question 148

Records Management | -Data Back-up

Answer 148

A. The departments and divisions responsible for their respective records maintenance requirements shall follow the backup processes and policies outlined within any internal, local, State and/or Federal requirements. B. All documentation data back-up shall meet existing HIPAA requirements where applicable. C. All documentation that is exchanged, transmitted, reproduced and safely stored shall meet existing HIPAA requirements where applicable.

Question 149

Records Management | -Power Back-Up

Answer 149

A. All equipment essential to providing ambulance services shall have back- up power capability; this capability shall be tested on a regularly scheduled basis or as directed by other internal, local, State or Federal requirements.

Question 150

Staff Duty Officer (SDO) Guidelines | Purpose

Answer 150

A. To outline the roles and responsibilities of the Staff Duty Officer position. B. To identify the appropriate contact points for Battalion Chiefs when Division 201 is not on duty or otherwise not available.

Question 151

Staff Duty Officer (SDO) Guidelines | Goal

Answer 151

A. To provide operational support during complex incidents. B. To provide administrative support for personnel matters. C. To provide key organizational leadership with situational awareness of on-going events.

Question 152

Staff Duty Officer (SDO) Guidelines | Primary Contact Points for Battalion Chief

Answer 152

A. It is understood that municipal contract customers may have the expectation of their respective District Chiefs serving as the 24/7 command staff member point of contact for members assigned to the district and for city staff members. The Staff Duty Officer position is not designed to replace the District Chief response and administrative support expectations of our municipal customers. The Staff Duty Officer position is designed to provide the necessary support when the respective District Chief is unavailable and to provide support, when needed, in addition to the respective District Chief.

Question 153

Staff Duty Officer (SDO) Guidelines During normal business hours, Battalion Chiefs will utilize ____ as the primary points of contact for the conditions and incidents described within this document.

Answer 153

* their respective District Chiefs | * If the respective District Chief is unavailable, Battalion Chiefs will utilize the Staff Duty Officer.

Question 154

Staff Duty Officer (SDO) Guidelines After normal business hours, Battalion Chiefs will utilize ____ as the primary point of contact for the conditions and incidents described within this document.

Answer 154

* the Staff Duty Officer | * The Staff Duty Officer will be responsible for notifying the respective District Chief as needed.

Question 155

Staff Duty Officer (SDO) Guidelines -District Chiefs shall be responsible for ____ when they are on approved leave or otherwise absent so Battalion Chiefs are aware of any changes in the appropriate points of contact.

Answer 155

* entering any coverage assignments in the operations calendar

Question 156

Staff Duty Officer Assignments

Answer 156

A. Staff Duty Officer (SDO) assignments will be comprised of members of Fire BSODFRES command staff with the rank of Assistant District Chief, District Chief, Division Chief or Assistant Chief. B. The Operations Division is responsible for creating the SDO assignment schedule which will consist of a seven day period for each SDO assignment, beginning on a Friday morning at 0800 and ending the following Friday morning at 0800. C. The Operations Division will determine SDO assignment dates which will be reflected in the Telestaff scheduling program for each individual SDO member. D. SDO assignments may be switched by the Operations Division or upon request of the individual SDO member, ensuring that an SDO is always assigned and available every day

Question 157

Incidents Requiring a Staff Duty Officer Response -Staff Duty Officers will remain available during their assignment to respond to emergency incidents including, but not limited to, the following:

Answer 157

1. At the request of the Incident Commander. 2. Any active (conducting operations) fire incident requiring a second alarm response or greater. 3. Any mass casualty incident identified as a Level 3 (over 21 victims), Level 4 (over 100 victims) or a Level 5 (over 1,000 victims). 4. Any incident involving the death or serious injury of a BSODFRES member (See SOG A-126). 5. At the request of the Fire Chief or his/her designee (including the respective District Chief). 6. The respective District Chief may respond in lieu of or in addition to the Staff Duty Officer based upon availability and contract customer expectations. If this occurs, the District Chief and Staff Duty Officer will communicate to ensure an appropriate response and subsequent command staff notification of important and relevant information regarding the incident. 7. Large-scale and/or significant incidents that BSODFRES resources are committed to as a mutual aid response. 8. SDOs may self-dispatch to provide support and assistance as outlined.

Question 158

Staff Duty Officers will remain available during their assignment to respond for member support including, but not limited to, the following:

Answer 158

1. At the request of the respective Battalion Chief, District Chief or Division 201. 2. Personnel matter requiring the involvement of the Internal Affairs Division. 3. At the request of the Fire Chief or his/her designee. 4. Personnel matters involving significant injury or death (See SOG A-126). 5. At the request of the Union or Benevolent leadership to assist with personal employee matters. 6. The respective District Chief may respond in lieu of or in addition to the Staff Duty Officer based upon availability and contract customer expectations. If this occurs, the District Chief and Staff Duty Officer will communicate to ensure an appropriate response and subsequent command staff notification of important and relevant information regarding the incident.

Question 159

Staff Duty Officers are not expected nor required to ____ at an emergency incident. Staff Duty Officers, in conjunction with the Incident Commander, will identify ____. Staff Duty Officers should primarily serve in a ____ role; however, in exigent circumstances the SDO may ____ as necessary.

Answer 159

* assume Incident Command * any incident management needs and may assist in a variety of incident management roles * incident support * assume Incident Command

Question 160

When a member is hospitalized (admitted) due to an on-duty illness or injury, one or more members of command staff shall ____ when initial notification is made. This responsibility shall fall onto the member’s respective District Chief. In the absence of or in lieu of the District Chief, the Staff Duty Officer shall be required to fulfill this obligation. The Staff Duty Officer and/or District Chief may ____ at his/her discretion (See SOG A-126).

Answer 160

* visit the member at the hospital | * visit the employee for hospitalizations not requiring admission

Question 161

Staff Duty Officer Notification and Communication Requirements A. Emergency Incidents 1. Required Staff Duty Officer emergency responses will be initiated by the Incident Commander through FireCom by requesting ____

Answer 161

a “GP 2” page. * The requested Staff Duty Officer will acknowledge the response request and enroute/arrival status on the appropriate FireCom radio channel. a. After initiating the GP2 page, the FireCom Duty Officer will attempt to contact the SDO via telephone if no acknowledgement is made by the SDO after five minutes. If still no contact is made, the FireCom Duty Officer will contact the on-call Fire Inspector. *The Incident Commander may consult the Staff Duty Officer through the use of cellular phone.

Question 162

The Staff Duty Officer, when possible, will provide incident updates as appropriate to the following command staff members (this may be accomplished through SMS messaging or other device as appropriate):

Answer 162

a. The respective District Chief. b. Division Chief 201 (if on-duty). c. The Assistant Chiefs. d. The Deputy Chief. e. The Fire Chief.

Question 163

In the absence of the respective District Chief, the Staff Duty Officer will be responsible for the notification of ____

Answer 163

the respective designated city or administration officials. Staff Duty Officers will utilize the District Overview forms provided by Operations (located in the T Drive/District Overview Documents). The Staff Duty Officer should consult the respective District Chief, if available, to ensure appropriate information is disseminated to the respective city staff members.

Question 164

Non-Emergency Incidents – No Staff Duty Officer Response Required 1. Non-emergency incidents that require the notification of the Staff Duty Officer but do not require a physical response will be initiated by the respective Battalion Chief or District Chief through telephone contact, SMS messaging and/or email. These incidents may include, but are not limited to, the following:

Answer 164

a. Minor employee injuries. b. Minor accidents involving apparatus. c. Other notification needs deemed appropriate by the respective Battalion Chief. d. Minor employee misconduct matters. e. Minor/non-urgent employee personal matters.

Question 165

Response Time Guidelines | Purpose

Answer 165

To provide response time benchmarks to all fire rescue personnel, aimed toward continuous improvement and compliance published in the Standards of Cover and accepted by the Commission on Fire Accreditation International.

Question 166

Response Time Guidelines | Alarm Handling-

Answer 166

The time from communications pick up to dispatch.

Question 167

Response Time Guidelines | Turnout Time-

Answer 167

Dispatch to enroute (in apparatus, wheels rolling).

Question 168

Response Time Guidelines | Travel Time

Answer 168

Enroute to arrival.

Question 169

Response Time Guidelines | Total Response Time

Answer 169

Pick up call in communications to arrival on scene.

Question 170

Response Time Guidelines | Baseline

Answer 170

Actual performance

Question 171

Response Time Guidelines | Benchmark

Answer 171

The goal

Question 172

Response Time Guidelines | 90% Fractile Response-

Answer 172

Benchmarks are based on 90% fractile, which means that the crews will perform at a certain time 90% of the time.

Question 173

Response Time Benchmarks

Answer 173

A. The benchmark for alarm handling is 60 seconds, as outlined in the Standards of Cover and based on NFPA 1710. B. The benchmark for turnout time is 60 seconds for emergency medical calls and 80 seconds for fire related incidents, as outlined in the Standards of Cover and based on NFPA 1710. C. The benchmark for travel time is 4 minutes, as outlined in the Standards of Cover and based on NFPA 1710 D. The benchmark for total response time (first arriving unit) is 6 minutes for emergency medical incidents and 6 minutes and 20 seconds for fire related incidents, as outlined in the Standards of Cover and based on NFPA 1710.

Question 174

Response Time Guidelines | - Performance Appraisal and Data Analysis

Answer 174

A. Company officers shall review the Daily Agency Briefing and daily incidents to identify trends. B. Company officers shall discuss trends and ways to improve missed benchmarks on a monthly basis with their personnel and staff.

Question 175

Peer Support Team Guidelines | Purpose:

Answer 175

The psychological and mental health of the Broward Sheriff’s Office Department of Fire Rescue (herein after referred to as BSODFRES) employees will be acknowledged and protected. This SOG is designed to provide effective guidelines for the awareness, education and assessment for timely peer support and/or intervention to employees that may be suffering from acute or chronic psychological distress. To provide and encourage and open and safe dialogue for emotional, psychological and/or spiritual support for our members after significant traumatic events or other life stressors in order to minimize maladaptive behaviors that can impact one’s personal and family’s well-being as well also impact job performance and safety to themselves, the public and co- workers. To provide procedural guidelines, inclusive of contact information, for the activation of the peer support team and related psychological support to the BSODFRES employees.

Question 176

Peer Support Team Guidelines | Policy:

Answer 176

BSODFRES Peer Support Team (PST) shall provide discreet emotional and psychological support to personnel struggling with the results of traumatic situations encountered while performing their duties, and/or suffering psychological issues from personal matters that may affect their job performance and overall health to them and their families.

Question 177

Peer Support Team Guidelines A. BSODFRES Peer Support is comprised of three (3) phases.

Answer 177

1. Pre-Crisis Preparation Phase: education, prevention and readiness 2. Acute-Crisis Phase: response and intervention 3. Post-Crisis Phase: follow-up and if necessary, bridging to other professional assistance as needed.

Question 178

Peer Support Team Guidelines Confidentially is an essential component of any effective and successful Peer Support intervention. Without its assurance, trust would be broken and no real healing or open communication could take place. All participants in an intervention ____

Answer 178

are expected and required to keep incident specific information confidential. Any information shared during any part of the process is confidential and will not be utilized for any purpose other than the benefit of individual(s) involved. BSOFRES recognizes the importance of this, and supports full confidentiality as it pertains to Peer Support.

Question 179

Peer Support Team Guidelines | - by Florida statute, ____ is considered confidential.

Answer 179

Any communication with a Chaplain, or Peer Support team

Question 180

Peer Support Team Guidelines -It needs to be clearly understood that all PST members are committing to ____

Answer 180

a strict confidentiality in order to participate as a part of the aforementioned BSODFRES PST.

Question 181

Peer Support Team Guidelines | -The defined boundaries of confidentiality when speaking with a PST or Chaplain are:

Answer 181

a. Mandatory reporting of suspected child or elder abuse. b. Awareness of actual or planned physical injury or harm to self or others. c. Awareness of suicidal, homicidal ideations, plans or intent.

Question 182

Peer Support Team | Structure

Answer 182

A. BSODFRES is a joint partner with the IAFF, Broward County and participating hospitals and behavioral health agencies and universities B. BSODFRES Clinical Coordinator (CC) Team Liaison is appointed by the fire Chief to oversee the BSODFRES PST. The CC/Liaison will be responsible for PST leadership and organization as it pertains to education, readiness and any necessary intervention response. The PST CC/Liaison will serve under the direction of the Fire Chief. The CC/Liaison will also be responsible for providing annual reports as to the activities in which the team was involved, and the outcome of support/intervention. Note: As with all HIPAA sensitive data, confidentiality and discretion will always be a priority. C. BSODFRES PST will be a group comprised of BSODFRES personnel trained in one-on-one crisis and group intervention, committed to assisting in crisis interventions involving BSODFRES personnel. This team will be under the direction of the BSODFRES PST Liaison, the Chief of Health and Safety, or an appointee by the Fire Chief. D. BSODFRES Response Team will be determined by the CC/Liaison based upon the nature of the situation and available resources. Note: The PST is offered to prepare BSODFRES personnel to manage their job- related stressors through the building of resiliency by way of education, training and the promotion of awareness. The PST shall provide assistance in a timely manner through peer support to BSODFRES personnel who may be experiencing the negative effects of stress after an unusually traumatic event. There are resource partners within the clinical community and local hospitals to provide access to additional assistance either through one-on-one or group counseling as needed and requested through the follow-up care.

Question 183

Peer Support Team Guidelines Participation A. The BSODFRES PST structure is set up to encourage all employees to participate in some capacity. Although not everybody will become members of the PST, all employees will have the opportunity to take the classes that will enable them to become a PST member at a later time, if so desired. This will help promote the understanding of the program, stated goal of fostering a culture of care through increased awareness and education, and confidentiality. Personnel who have been certified to participate in the PST one-on-one and group interventions thought a Department approved course and wish to participate as an active member of the PST should contact the BSODFRES PST Liaison. Minimum requirements to participate as a member of the BSODFRES PST, which is open to active and retired BSODFRES employees, are:

Answer 183

1. Attend a PST orientation with the PST Liaison and the Chief of Health and Safety. 2. Attend the IAFF 16 hour Peer Support Team (PST) course, or other PST course which is approved by the Fire Chief. 3. Attend yearly PST review/scenario training and/or participation in at least one related class/course, as recommended by the PST Liaison or the Chief of Health and Safety. 4. Attend quarterly PST meetings, lectures and training.

Question 184

Peer Support Team Guidelines | -Participation Licensed Physician:

Answer 184

1. Master’s Degree or higher in mental health field. 2. Vetted and approved by the Fire Chief and the Peer Support Team Liaison. 3. Complete (8) hours of “ride or station time” with a BSODFRES unit or station during a calendar year approved by the Chief of Health and Safety or the Fire Chief.

Question 185

Peer Support Team Guidelines PST Responsibilities: 1. Members are selected to participate on the PST are trained, have the respect of their peers, are mature and care about the wellbeing of their fellow BSODFRES co-workers. PST personnel also perform the following functions:

Answer 185

a. Foster the practice of open, safe and confidential dialogue about the harmful effects of unmitigated stress in the fire service profession. b. Assess the need for a possible support/intervention. c. Contact BSODFRES Liaison to begin the process of deploying the PST if needed. d. Participate in support/intervention as part of the team. e. Request additional assistance when the needs exceed their training and resources, such as the BSODFRES Chaplain and/or trained mental health professionals when needed. f. Assist in PST educational activities.

Question 186

Peer Support Team Guidelines Preliminary Needs Assessment: A. A critical incident is any situation that is out of the norm, challenges or would appear to challenge a person’s normal coping mechanisms. Examples include, but are not limited to, the following situations:

Answer 186

1. Line of duty death / suicide of emergency service personnel and/or family member. 2. Serious injury to emergency service personnel. 3. Mass casualty incident. 4. Traumatic death of a child / children. 5. Victim(s) with serious injuries who are known to emergency service personnel.

Question 187

Peer Support Team Guidelines | -Critical incidents are few and far between where the extreme nature of the incident would ____

Answer 187

trigger a severe emotional response.

Question 188

Peer Support Team Guidelines In the case of a critical event, or one of similar psychological stressors, the on-duty Division Chief (DC) or Battalion Chief (BC) or EMS Captain shall, at a minimum:

Answer 188

1. Conduct a debriefing with not only tactical incident-specific details, but include a “round table” of the crews that may be in the need of PST support. Those units may be taken out of service at the discretion of a Chief Officer for the debriefing to assure 100% participation. In order to not alienate a possibly effected employee, it is feasible to speak to individual employees outside the group of responders; discretion and privacy are the upmost priority. Developing a trusting confidence is crucial. 2. Also at the discretion of a Chief Officer, those units may be taken out of service until a time that they can shower, put the apparatus back together and be ready for service. That time and process is crucial for the employees to debrief and “release” the stressors that may have been accumulated during the incident. 3. If an employee is “overwhelmed” by the incident and feels that he/she cannot continue to perform his/her duties, that unit may be taken out of service until such time that a replacement for that employee can be secured through Telestaff in compliance with the Collective Bargaining Agreement. 4. Suffering such a psychological injury while on duty may fall under Worker’s Compensation (W/C), much like a physical injury, not an employee’s sick leave. The incident shall be documented. W/C paperwork shall be completed and submitted in accordance with policy, comparable to reporting a physical injury. The PST Liaison and/or the Chief of Health and Safety must be contacted and the employee may be evaluated by trained mental health professionals the day of the psychological injury and before returning to work. 5. Psychological injuries are not limited to on-the-job incidents. If an employee is noted exhibiting a personality change, perhaps becoming easily angered or withdrawn, there may be issues in the employee’s personal life that may be problematic where a session with the PST may be beneficial. Contact a PST member and/or the PST Liaison or the Chief of Health and Safety for consultation. NOTE: Remember that all matters with the PST are strictly confidential.

Question 189

Peer Support Team Guidelines PST Call Out and Intervention Procedure: Company and Chief Officers are encouraged to ____. Their decision to request a peer intervention is never required and can be made by ____. Involved members are encouraged to ____. Each situation is fluid and different, but the BSODFRES PST intervention call out procedure is designed with the goal of ____.

Answer 189

* stay vigilant as to possible critical incident situations which may necessitate PST support / intervention * anyone who has been affected, or feels the need for others who may have been affected, without following the chain of command * immediately notify a supervisor * getting a team on scene within two (2) hours of request

Question 190

Peer Support Team Guidelines | -The following is the BSODFRES call out and support session / intervention procedure:

Answer 190

1. Contact can be made directly through a PST member or through the SDO or FireCom. Contact numbers will be located in an accessible area at every BSODFRES work location.

Question 191

Peer Support Team Guidelines - If needed, the ____ will assemble the PST Response Team. Notification of team members shall include ____. Depending upon the responses and availability, a team consisting of a ____, ____, and ____ will convene. ____ Mobile Crisis unit may be available through the PST Liaison or the Chief of Health and Safety.

Answer 191

* PST Liaison or the Chief of Health and Safety * a location of the support / intervention that may be needed * team leader, Chaplain, and peer * Henderson

Question 192

Peer Support Team Guidelines -The PST leader will contact the on-duty Division Chief (DC) or Battalion Chief (BC) to inform them that a request has been made and will provide ____. The on-duty DC and the SDO will also be contacted through ____. The PST leader shall state the reason for the request. At no time will the confidentiality be compromised in the notification process.

Answer 192

* an estimated time of arrival | * the team leader’s chain of command

Question 193

Peer Support Team Guidelines | - PST members need to consider ____ before committing to participate .

Answer 193

* possible disqualifiers (i. e. if the call involves close friends or station / shift worked by them) - Another possible disqualifier is if a team member feels too attached, possibly personally affected or if the member is going through a stressful time, making effective participation challenging.

Question 194

Peer Support Team Guidelines - Upon arrival. The team will meet with the team leader prior to the support / intervention session for a ____. If any team member ____, they will immediately notify the team leader and excuse themselves from the session.

Answer 194

* quick informal briefing | * feels uncomfortable with either situation of the participants

Question 195

Peer Support Team Guidelines | - The PST will notify the contact person of ____ upon their arrival.

Answer 195

* their arrival and readiness

Question 196

Peer Support Team Guidelines -Units may be placed out of service by the on duty DC or BC for ____. They will meet in a safe location determined by ____ which should be a setting conducive to open sharing such as a circle with no barriers between the participants.

Answer 196

* the duration of the session | * the team leader

Question 197

Peer Support Team Guidelines -Only personnel ____ will remain for the session. All other personnel involved are ____. Their participation and input could ____. There may be exceptions, though extremely rare, where ____ are invited to participate. The team leader will make that decision with the consent of all other participants.

Answer 197

* present on the call * encouraged to participate even if they feel that they do not need any support / intervention * be what is needed by those affected members of the crew * other personnel who were not on the call.

Question 198

Peer Support Team Guidelines | -Support sessions typically last ____, depending upon the amount of sharing and participation.

Answer 198

between 40-50 minutes

Question 199

Peer Support Team Guidelines | - Materials delineating typical signs/symptoms of ____ can be shared with the participants.

Answer 199

stress as well as positive/negative coping mechanisms

Question 200

Peer Support Team Guidelines -Team members will stay after the intervention for ____

Answer 200

possible one-on-one opportunities and team debriefing.

Question 201

Peer Support Team Guidelines | - The team will offer ____ with participants and/or bridging of additional assistance.

Answer 201

follow-up contact

Question 202

Peer Support Team Guidelines | - It is important to understand that a PST support session/ intervention is ____

Answer 202

NOT a quality assurance (QA) meeting to discern right or wrong actions on the incident.

Question 203

Peer Support Team Guidelines | - PST's sole function and purpose is ____

Answer 203

strictly to offer a safe forum for sharing and voicing of possible hidden stressors to promote the healing process.

Question 204

Peer Support Team Guidelines | - Activation of Regional, State and National Support

Answer 204

In the event of a large scale disaster where the PST is overly taxed or incapacitated by the event, additional support resources will be activated at the direction of the Fire Chief with direction from the PST Liaison and/or the Chief of Health and Safety.

Question 205

Peer Support Team guidelines | - Documentation

Answer 205

A. Intervention may be required for acute traumatic exposures as well as long term, chronic influences. When an employee has exposure to an acute traumatic event, a Traumatic Event Exposure form shall be made available to document the event. B. In compliance with Florida State Statute: Title X, Chapter 112, Section 1815, in order for “benefits” arising from occupational exposure to traumatic events to be considered, and a diagnosis of post-traumatic stress disorder to be determined, the employee must adhere to the statute. Proper documentation, inclusive of a traumatic event exposure form, is recommended.

Question 206

Hydration Guidelines | Purpose

Answer 206

To provide guidelines for proper hydration prior to and during the potential need for strenuous activity.

Question 207

Hydration Guidelines - ____ is the leading cause of on-duty death among firefighters. ____ can result in decreases in cardiac output and sustained tachycardia during emergencies. Recent studies have also identified a direct correlation between poor hydration and ____.

Answer 207

* Cardiovascular disease * Heat stress and fluid losses * an increased measurement of whole blood viscosity

Question 208

Hydration Guidelines - Research has shown that dehydration has a profoundly negative effect on the ____. Progressive dehydration from exercise (or fire ground operations) impairs ____

Answer 208

* performance of firefighters in training and in performance of their assigned duties * performance, mental capacity and can be life threatening.

Question 209

Hydration guidelines | - The combination of ____ and ____ can produce dangerous conditions of hyperthermia and profound dehydration.

Answer 209

* the hot environment and the protective gear insulating the firefighter

Question 210

Hydration Guidelines | - Hydration is critical for optimal performance and should begin ____.

Answer 210

* prior to the start of shift

Question 211

Hydration Guidelines | - Urine analysis charts similar to the one in this guideline should be posted ____ to help identify ____.

Answer 211

* in each station | * signs of dehydration

Question 212

Hydration Guidelines | - Signs of dehydration include ____

Answer 212

dry mouth, shortness of breath, headache, decreased or discolored (darker) urine, nausea / vomiting, loss of appetite, confusion and elevated core temperature.

Question 213

Hydration Guidelines Pre-Hydration - The goal of pre-hydrating is to ____

Answer 213

* start each shift properly hydrated and with normal plasma electrolyte levels. Pre-hydration should begin at least several hours before shift change to enable fluid absorption and allow urine output to maintain normal levels. Urine color should be light yellow to clear. Vitamins or prescribed medication may alter the color of urine.

Question 214

Hydration Guidelines Pre-Hydration Regardless of urine color, BSODFRES employees should slowly drink ____ of water for every ____ of body weight at least ____ hours prior to the start of their shift.

Answer 214

* one ounce * ten pounds * two

Question 215

Hydration Guidelines Pre-Hydration -Urine that is ____ suggests possible dehydration, BSODFRES employees should slowly drink an additional ____ of water for every ____ of body weight at least ____ hour before the start of shift.

Answer 215

* bright yellow or darker * one ounce * 20 pounds * one

Question 216

Hydration Guidelines Pre-Hydration - Do not substitute ____ for water. ____ drinks can act as diuretics and can exacerbate dehydration.

Answer 216

* beverages with caffeine or sugar | * Caffeine and sugary

Question 217

Hydration Guidelines Pre-Hydration BSODFRES employees should not attempt to ____. ____ has been shown to provide no clear physiologic of performance advantage and can increase the risk of ____, a potentially lethal condition.

Answer 217

* hyper-hydrate * Hyper- hydration * hyponatremia

Question 218

Hydration Guidelines Preventing Dehydration -The goal of drinking during training, exercise or fire ground operations is to ____. The specific amount and rate of fluid replacement is highly variable depending upon ____

Answer 218

* prevent excessive dehydration and excessive changes in electrolyte balance * individual sweat rate, session intensity and duration, as well as environmental conditions.

Question 219

Hydration Guidelines Preventing Dehydration - Ideally, BSODFRES employees should create a customized fluid replacement plan based upon ____, with the goal to prevent ____

Answer 219

* their pre and post-training session weight, | * a loss of more than 2% of baseline body weight during activity.

Question 220

Hydration Guidelines Preventing Dehydration - In the absence of an individualized fluid replacement plan, BSODFRES employees should ____ with an approximate goal of ____. Electrolyte replacement beverages may be beneficial ____, but the primary goal should be ____, which is best accomplished with ____

Answer 220

* drink water slowly and continuously throughout the day * drinking 64 ounces of water daily * in the most extreme training conditions * volume replacement * water.

Question 221

Hydration Guidelines Preventing Dehydration - BSODFRES employees should continue fluid replacement even if they do not feel thirsty. By the time thirst is detected, BSODFRES employees are ____, which results in ____.

Answer 221

* in the early states of dehydration | * decreased performance and increased health and safety risk

Question 222

Hydration Guidelines Rehydration The goal of rehydration is to ____

Answer 222

* fully replace ay fluid and electrolyte deficit.

Question 223

Hydration Guidelines Rehydration BSODFRES employees should drink ____ for every ____ of body weight lost during activity. If the total body weight lost during training is unknown, BSODFRES employees should ____.

Answer 223

* 20 ounces of fluid * pound * drink slowly and continuously until urine is no longer dark or highly concentrated

Question 224

Hydration Guidelines Rehydration Consuming beverages and snacks with ____ will help expedite rapid and complete recovery by stimulating ____.

Answer 224

* sodium | * thirst and fluid retention

Question 225

ESO Event Records | Purpose

Answer 225

A. This Standard Operating Guideline describes how event records shall be written to agency standards. B. The purpose of event recording is to provide an accurate, comprehensive, permanent record of each request and response for service. C. To create a workflow process that ensures review of all Incidents/EHR run reports for accuracy and completion while adhering to the agency and industry standards. D. To create clear and concise processes for completing event records that meet all agency, local, State and federal requirements for medical documentation, including Florida Administrative Code 64J-1.014 “Records and Reports”, Florida State Statute 401.30 “Records”, the Florida EMS Tracking and Reporting System, and CAAS accreditation standards.

Question 226

ESO Event Records | Scope

Answer 226

All sworn personnel from the position of Firefighter/Paramedic and above are required to be proficient at creating event records and using the Patient Care Reporting and RMS system: ESO.

Question 227

Electronic Health Record (EHR)

Answer 227

An electronic patient care report (ePCR) in an electronic format that is protected under HIPAA.

Question 228

Fire Incident Report

Answer 228

An electronic record created as a result of any emergency response, not to include a medical related event.

Question 229

Quality Management (QM)

Answer 229

The process of gathering information regarding performance measures to help guide training, procedures and processes.

Question 230

ESO Event Records | Quality Management Procedure Overview.

Answer 230

A. The Quality Management (QM) program is protected from discovery as specified by Florida Statutes §§ 395.401, 401.265, and 401.425. B. All run reports must be completed and locked before the end of each shift. C. The QM process shall include both EHR and Fire Incidents reports. D. The designated report writer is ultimately responsible for completing the report in an accurate and complete manner. E. Report writer must respond to EHR messages by the following shift. F. Guidance can be obtained through the chain of command to EMS 17.

Question 231

ESO Event Records | EHR Quality Management for Officers

Answer 231

A. There shall be one hundred (100) percent completion of all reports assigned to the highest ranking company officer. B. The designated officer in charge on each unit is responsible for patient care and proper documentation practices on the EHR. Whenever another crew member writes the patient care report, the officer in charge is responsible for reviewing the report before submission. C. In the QM module of the ESO report writing software, all Captains will be responsible for completing the review of all rescue crew generated EHRs to which they are assigned that day. D. How to Select Reports for Documentation Review 1. Select “Reviews” tab and set to “All Reviews”. 2. Select “Status” tab and set to “Show All”. 3. Select “Filter” tab and add the filter for “Shift”, “Unit”, and “Dates” of your shift. (Ex., Incident Start Date – 11/14/2020, Incident End Date – 11/15/2021, R17, B-shift). 4. Select drop down box on right side of the report desired. 5. Click on the “Start Review”.

Question 232

ESO Event Records Components and Tabs for the Quality Manager Review. A. Blue banner “Summary” tab and “Rating” list:

Answer 232

1. Poor – Does not meet best practices or standards per protocol or policy. 2. Fair – Meets standards, however better options may exist for treatment/documentation. 3. Good – Meets treatment modalities and documentation. 4. Very Good – Exceeds the standards of patient care and/or clearly documented. 5. Excellent – Excellent report and exceeds patient care.

Question 233

ESO Event Records Components and Tabs for the Quality Manager Review. Blue Banner “PCR” tab –

Answer 233

view a PDF summary EHR report.

Question 234

ESO Event Records Components and Tabs for the Quality Manager Review. Blue Banner “Files” tab –

Answer 234

attachments

Question 235

ESO Event Records Components and Tabs for the Quality Manager Review. Blue Banner “messages” tab –

Answer 235

allows for the person reviewing the report to document the recommendations for corrections and questions about ambiguity of the report.

Question 236

ESO Event Records Components and Tabs for the Quality Manager Review. Gray Banner “Review Status”:

Answer 236

1. Review Committee – Q/M reports that EMS Division and/or Medical Director needs to review. 2. Review Complete – Reports that EMS Captain has reviewed. 3. Closed – Q/M that is done. 4. In Progress – Q/M that is still in progress.

Question 237

ESO Event Records Components and Tabs for the Quality Manager Review. Quality Review Report Criteria

Answer 237

1. All required report fields must be completed accurately prior to closing any report. 2. Patient information will require a first and last name, date of birth, social security, address and phone number when possible. 3. Clinical Impression is the diagnosis of the patient’s condition, i.e. obvious death versus cardiac arrest. 4. Medications/Allergies/History shall include all pertinent information including current patient medications and dosages when possible. 5. All ALS patient will require at least three (3) sets of vital signs and one following each intervention. Pre and post pain scales shall be obtained for all patients complaining of pain and following treatment. All lift assists are considered BLS patients (require at least 2 sets of vital signs and patient documentation). 6. ECGs will be uploaded and interpreted whenever the cardiac monitor is applied to the patient for ECG evaluation. 7. Initial Assessments must be complete and accurate, satisfying all fields. The Ongoing Assessments field must be completed if the patient is transported, accurately satisfying all fields. 8. Narratives will follow either the Subjective, Objective, Assessment, and Plan (SOAP) or the Events, Scene, and Outcomes (ESO) acronym. a. Events – Any circumstances that lead to the chief complaint or reason for 911 activation. b. Scene – A description of the environment or findings of the scene. c. Outcomes – An overall summary of the patient following the treatment provided.

Question 238

ESO Event Records Components and Tabs for the Quality Manager Review. Review Completion Criteria

Answer 238

1. Reports that do not meet standards outlined in this document. 2. Reports that require additional review or reporting. 3. The station officer (Captain), upon completing the documentation review of the report shall designate the “review status” to “Review Complete”.

Question 239

ESO Event Records EHR Q/M Procedure for EMS Officers How to select reports to Q/M:

Answer 239

1. Select analytics from dashboard. 2. Select agency reports. 3. Select EMS, then QM reports daily. 4. Choose total high acuity calls by treatment (your shift).

Question 240

ESO Event Records EHR Q/M Procedure for EMS Officers Review Committee Criteria

Answer 240

1. Reports that have protocol deviations. 2. EMS officer discretion. 3. Outstanding patient care treatment. 4. Rare or high-profile calls.

Question 241

ESO Event Records EHR Q/M Procedure for EMS Officers Closed Criteria

Answer 241

1. Reports that meet the standards. 2. Reports that had corrections that were sent to the report writer and have been returned for secondary review and shown to be corrected. 3. Upon completing the report review the EMS officer should designate the review status to either “review committee” or “closed” unless coaching is required in which the status will stay “in progress” until complete. 4. Refer to SOG E-124 “Referring Cases to the EMS Quality Improvement Committee”.

Question 242

ESO Event Records EHR Q/M Procedure for EMS Division

Answer 242

A. The EMS Division and/or Medical Director will perform reviews of any reports as needed to validate compliance at all levels. B. In the QM module of the ESO report writing software, the EMS Division and/or Medical Director will be responsible for completing the review of all EHR reports that are designated in the review status of “review committee”. C. There shall be one hundred (100) percent completion of all reports assigned to the status of “review committee”. D. How to select reports to Q/M: 1. Select “Reviews” tab and set to “All Reviews”. 2. Select “Status” tab and set to “Review Committee”. 3. Select “Filter” tab and add the “Dates” range. 4. Select drop down box on right side of the report desired. E. Upon completing the review of the report, the EMS Division should designate the “review status” to “Closed”. F. The EMS Division and Medical Director should discuss the protocol violations or protocol deviations of the EHR and determine the best course of action.

Question 243

ESO Event Records Fire Incident Report Criteria

Answer 243

A. All required report fields must be completed accurately prior to closing any report. B. All units including Fire Inspectors responding to a multi-company alarm are responsible for completing their own unit narrative and actions taken. C. To ensure the correct effective response force (ERF) is calculated as required by CFAI, all unit reports must have the correct personnel names. Mutual Aid unit personnel will be included in the count by adding the correct number of personnel on each unit by choosing “Mutual Aid 1-9” under the “Select Personnel” tab. D. Incident commanders are responsible for completing overall incident narrative Fire. E. All required fields will require an entry to allow for closing the report. F. Counts will include both apparatus and personnel assigned to incident. G. A property owner’s contact information must be added to include all contact information. H. All “subjects denying injury” from an MVA will have their name recorded in “Fire Incidents”/Add person Tab. This is the suppression company officer’s responsibility. I. The narrative should reflect that “all subjects listed in the report denied injury on scene”. J. Station Captains, at a minimum, will run CAD reconciliation reports twice per shift at 1900 hours and 0700 hours in order to ensure report completion.

Question 244

ESO Event Records Fire Incident Report Criteria All extended complex incidents (structure fires, HAZMAT, MCI, etc.) will follow the FIRES format:

Answer 244

1. Found – What was the initial findings upon arrival at the scene (Size Up). 2. Incident Strategy - What were the primary strategies for the incident? (Mode of Operation). 3. Resource Allocation – What units were utilized on scene and what was your assignments. 4. Effect – What was the outcome of the strategy and tactics used? 5. Summary – What was the summary of the scene from your unit’s perspective?

Question 245

ESO Event Records Remediation

Answer 245

A. Following the above process for QM for EHR and Fire-Incidents, all reports that do not meet standards or policy will require a follow up with the appropriate authors. B. Reports through EHR that require simple clarification or correction can be routed to the author through the software program (Q/A Reviewer - Blue Banner “messages” tab). C. Any documentation correction required will be made by the author following notification and/or their meeting. D. Additional training and skill validation will be provided as needed to improve the employee’s skill set should a deficiency be determined. E. QM will not be used to negate any necessary corrective action for any person who repeatedly does not meet standards or fails to improve through the QM process.

Question 246

ESO Event Records Quarterly Quality Management Program

Answer 246

A. Once a quarter, the EMS Division Chief, EMS Captain and Medical Director may meet to review EHR reports that have been determined to meet standards or specific call type. B. A record for the meeting will be created to include attendance, incident number reviewed, and any actions warranted. C. Any potential areas of improvement will be shared with an employee’s Battalion Chief and the respective Division Chief of Operations to help improve deficient or questionable care or treatment rendered by personnel.

Question 247

Executive Staff Performance Evaluations General

Answer 247

A. An effective performance evaluation process in an integral part of the employer/employee relationship. This process maximizes employee effectiveness by clarifying expectations, recognizing accomplishments and establishing a mechanism for positive career development. B. Executive staff members (including Assistant and Deputy Chiefs) shall be evaluated annually, utilizing a Supervisor/Manager Performance Evaluation form which can be found in the Forms Library section of PowerDMS.

Question 248

Executive Staff Performance Evaluations Purpose

Answer 248

A. The purpose of the performance evaluation process is to provide a medium for ongoing feedback between the employee and the employer to improve performance, identify training needs, and assist in ongoing career development. B. The performance evaluation process is utilized to establish realistic performance expectations, measure and track performance, and deliver ongoing feedback in an effort to maximize employee effectiveness and achievement of organizational goals and objectives.

Question 249

Executive Staff Performance Evaluations Performance Evaluation Schedules

Answer 249

1. Executive staff members shall be evaluated on an annual basis. 2. The rating period for all members of executive staff shall be January 1 through December 31. 3. All executive staff members will be scheduled for and receive their evaluation from their immediate supervisors between December 1 and December 31.

Question 250

Executive Staff Performance Evaluations Guidelines

Answer 250

B. The performance indicators which will be evaluated are contained within the Supervisor/Manager Performance Evaluation form. C. An executive staff member may provide a written document to his/her immediate supervisor with input on the evaluation. D. An executive staff member may review his/her past performance evaluations upon request to his/her immediate supervisor. E. The supervisor shall be responsible for scheduling and completing the employee’s evaluation. 1. The supervisor shall review the entirety of the performance evaluation with the employee, highlight achievements and discuss performance improvement plans as appropriate. 2. Once completed, the performance evaluation shall be forwarded by the supervisor to the next officer in the chain of command, who shall review the evaluation and sign in the “Reviewer Signature” area. 3. Once completed, the performance evaluation shall be reviewed and signed by the Deputy Chief and/or the Fire Chief in the “Division Signature” area.

Question 251

Customer Service Purpose

Answer 251

To reinforce the Broward Sheriff’s Office Department of Fire Rescue & Emergency Services (hereinafter BSODFRES) organizational philosophy for customer service.

Question 252

Customer Service Service

Answer 252

A. The BSODFRES delivers service to the residents and visitors of Broward County. A long and proud history of exceptional service delivery by our members precedes each of us. The BSODFRES remains a very progressive, positive and encouraging place to operate and deliver service. It is our collective responsibility to continue to provide the highest level of service. B. Considering the length of time we have been providing this high level of service, the use of the term “customer” is a fairly recent addition to our organizational vocabulary. Traditionally, we have used the terms “patient” or “victim”. These traditional terms are limiting and are not indicative of the high level of service and concern the members of the department demonstrate to the community.

Question 253

Webster’s New World Dictionary defines the term “customer” both formally and informally.

Answer 253

“Customer” is formally defined as “one who buys goods or services,” and is informally defined as “any person with whom one has dealings.” As a policy matter, the BSODFRES will use the definition to include any person who receives our services and anyone with whom our members have dealings.

Question 254

Our “customers” include:

Answer 254

1. The actual service recipient, 2. Anyone who knows or is closely related to the service recipient (e.g., family, friends, neighbors, pets, etc.), 3. The people we encounter, directly and indirectly, during our workday (e.g., member of agencies we routinely do business with, residents/vacationers who visit our workplace, who see us during our workday, or we pass along the roadway). 4. “Internal Customers”, are customers within our own agency, people from whom and with whom we communicate, and work with as we deliver excellence throughout our service area.

Question 255

These people are an integral part of our workday. We want to treat them in a positive way and include them in our customer service action plan. Every interaction with our “customers” is an opportunity to ____

Answer 255

solve their problem, provide information, or assist as needed with the goal of leaving each person with an impression that they were served with the highest level of quality.

Question 256

Our mission and number one priority is to ____

Answer 256

deliver the best customer service possible. “Customer service” is generally defined as “the ability of an organization to consistently give their customers what they want.” It is the goal of the BSODFRES to go beyond traditional customer service and provide exceptional customer service, where we exceed our expectations. Exceptional customer service is the result of an explicit, long term, planned out, acted out, and refined organizational approach to service delivery. It requires a personal commitment as well as organizational support and leadership.

Question 257

“Added value” is ____

Answer 257

a phrase we attach to our organizational definition of exceptional customer service. “Added value” occurs anytime we go beyond our standard quick, effective and positive customer-centered service. Added value only requires a little extra effort and leaves our customers with the feeling that we truly care. It is the philosophy of the BSODFRES to provide “added value service” whenever we have the opportunity.

Question 258

Exceptional customer service and added value customer service are the result of a refined system where members of the BSODFRES are empowered by the organization to operate between the lines to provide caring service with both quality and value. “Empowerment” means “the organization delegates official authority and trusts its members with the power to provide customer service to the level of their abilities and imagination.” To determine if you are empowered to perform exceptional added value customer service, ask yourself:

Answer 258

1. Is it the right thing for the customer? 2. Is it the right thing for the Department? 3. Is it legal and ethical? 4. Is it safe? 5. Is it on your organizational level? 6. Is it something you are willing to be accountable for? 7. Is it consistent with our Department’s values and policies? If the answer to each question is “yes”, then you are empowered by the organization to render “added value” service.

Question 259

Value of a Customer Service Program The organizational benefits of providing exceptional customer service with added value are numerous. Benefits include:

Answer 259

1. Builds positive relationships and trust within our Department. 2. Builds positive relationships and trust in our communities. 3. Secures and maintains adequate resources and benefits. 4. Positive job satisfaction. 5. Enables the Department to be competitive. 6. Decreases liability and negative exposure. 7. It saves lives and property. 8. It is the right thing to do.

Question 260

Customer Service Our Purpose is to CHARGE Forward with Professionalism and Excellence Our purpose is ____

Answer 260

the framework for success in everything we do and is the “why” we exist. By embracing our purpose, we can best serve one another and the public thereby providing the highest levels of customer service internally and externally.

Question 261

There are six pillars that form our purpose; they are:

Answer 261

1. Courage 2. Honor 3. Accountability 4. Respect 5. Growth 6. Engagement

Question 262

Our Customer Service Mission

Answer 262

A. Our customer service and technical skills are the foundation of the BSODFRES. The balance required to provide all of the services our department is rooted in being well-trained and skilled. The value we place on technical and customer service skills is the same. B. Membership in the BSODFRES carries with it a host of responsibilities and expectations. The awareness and commitment to meeting all of those expectations will ensure the fulfillment of our mission. C. Our awareness begins with viewing everyone as a customer. It is our job to respond to the needs of our customers. The people who call us deserve to be provided with exceptional service, irrespective of the nature of the emergency or general problem. This philosophy will be supported as we develop a customer service plan, train all our members on that plan, and then trust and depend upon our members to directly execute the plan properly, whenever opportunity occurs. D. We will respond quickly and skillfully with a positive attitude to every customer need. The BSODFRES expectation is that everyone behaves and every part of the system operates like the customer’s situation is an urgent event from the time we become aware until resolution.

Question 263

Our Customer Service Mission A set of guidelines designed to create a positive public impression include the following:

Answer 263

1. Follow standard operating guidelines, mission statements and organizational values. 2. Be professional. 3. Give the customer your undivided attention. 4. Whenever possible, take time to educate the customer about what we do.

Question 264

Customer Service Opportunities A. Family members, friends, members of law enforcement, and bystanders are all potential customer opportunities. This expanded view includes the less-obvious customers such as those we encounter en route to and from incidents. We will positively influence these extended customers by doing the following:

Answer 264

1. Driving in a courteous manner. 2. Describing situations when appropriate to do so. 3. Explain actions. 4. Determine needs. 5. Provide services necessary to assist customers in reconnecting their lives. 6. Prior to leaving a scene, members ensure all customer service opportunities are met.

Question 265

Customer Service Opportunities We have endless opportunities to consistently create a positive impression, feeling, perception, and memory wherever we are and with whomever we encounter. This can best be accomplished by ____

Answer 265

attempting to execute a standard problem solving approach to every incident.

Question 266

Customer Service Opportunities Because members are empowered to provide “added value” level customer service, we are only limited by

Answer 266

our imaginations and ability to creatively problem- solve.

Question 267

Customer Service Management Responsibilities

Answer 267

A. Basic organizational behavior must be focused on the customer. B. Managers must take responsibility, expand authority in others, and create an environment for positive things to happen. C. Good leadership is almost invisible to the customer. Good service is enormously obvious.

Question 268

Customer Service Support Personnel

Answer 268

The importance and impact of internal support, resources and relationships is enormous. For example, the location of our fire stations allows us to provide great service to the community. Having apparatus that functions properly allows us to fulfill our mission.

Question 269

Customer Service Recognition

Answer 269

A. Awards and rewards have long been associated with the positive motivation of both individuals and teams. They can help motivate an individual or team to perform a task, complete a goal, excel in job performance, and perform outstanding and exceptional customer service. B. Recognition does not have to be extravagant to be effective. The small ways we say “good job” and “thank you” to each other and our customers goes a long way. The true rewards come in the way of job satisfaction, continued improvement of work conditions, benefits and wages, and pride in being associated with a quality organization. Over the course of a career, customer service allows us another opportunity to tap into the spirit of being a firefighter or paramedic, to make a difference and to do the right thing. C. Positive reinforcement is simple to provide and extremely effective. It helps the employee or customer feel appreciated and valued. Positive feedback – however basic - sends the employee the message that the service you provide is important to the BSODFRES and the customer. We have a variety of resources that allow our members to reward positive behavior and performance at every level within the organization and externally.

Question 270

Customer Service Union's Role and Input

Answer 270

The most valuable resource of the BSODFRES is our membership. It would not be possible to deliver exceptional customer service with added value if not for the trust, loyalty, commitment, and unity demonstrated by our members. Local 4321 plays an extremely important role in both our membership and our organization’s ability to deliver exceptional customer service.